Requirements

• Hands-on experience in customer-facing roles (customer support preferred).
• Experience in Cybersecurity and Security Incident Response.
• Ability to manage complex Incident Response situations focusing on deep technical troubleshooting and empathetic customer engagement.
• Practical experience troubleshooting Network, Windows Server, Windows Client, and Active Directory environments.
• Working knowledge of Entra ID and Microsoft 365 management and troubleshooting experience.
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users.
• Bachelor's degree in Computer Science, Information Technology (IT), or related field.
• Demonstrated experience in technical support, technical consulting, or information technology.
• Confident English language skills in reading, writing, and speaking.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire and every two years thereafter.

Nice to Haves

• Recent operational security experience in Security Incident Response (Indicator of Attack/Compromise investigation, On-Premises and Cloud log investigation, Malware Analysis, Threat Analytics, Threat Intelligence, endpoint security, etc.).
• Experience in Network Security Administration and/or Systems Administration (Windows Server, Windows Client, Active Directory).
• Experience in Cloud investigations with Entra ID, Microsoft 365, and Microsoft Defender solutions.
• Experience with Microsoft Defender solutions.
• Experience in Azure Identity management and troubleshooting.
• Kusto Query Language knowledge.
• Cloud experience with major providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments.
• Automation skills in PowerShell and/or Python, Java, or similar languages (beginner to intermediate).
• Preferred IT industry certifications (Microsoft On-Prem or Cloud, SANS GCIH, CISSP, CEH, Amazon AWS, etc.).

What You'll Be Doing

• Owning, investigating, and solving highly complex customer technical issues, serving as a technical escalation point and performing complex troubleshooting like debugging.
• Leading readiness by building communities with peer delivery roles, sharing knowledge through readiness programs, and providing technical coaching and mentoring.
• Deepening technical and professional proficiency through training and readiness to resolve highly complex customer issues.
• Acting as a trusted advisor to product/engineering teams to drive Microsoft product, diagnostic, and support process improvements.
• Using business and technology insights to shape strategy during engagement with customers, partners, and teams.

Perks and Benefits

• Competitive base pay range from €59,000 to €122,500 per year (Portugal).
• Eligibility for benefits and other compensation.
• Opportunity for career growth, technical skill development, and becoming a product expert.
• Inclusive culture that values respect, integrity, accountability, and collaboration.