Technical Support Engineer – Security (Cyberdefender)

About the role

Join Microsoft’s Customer Service & Support (CSS) team as a Technical Support Engineer focusing on security cyberdefender. You will own, troubleshoot, and resolve customer technical issues while collaborating across teams and leveraging Microsoft’s AI‑powered tools.

Key responsibilities

• Own, investigate and solve customer technical issues, collaborating within and across teams using troubleshooting tools and practices.
• Lead or participate in building communities with peer delivery roles and share knowledge where appropriate.
• Develop technical and professional proficiency through training and readiness activities.
• Identify potential product defects and escalate them to contribute to Microsoft product improvements.

Required profile

• Fluent in both Mandarin and English with strong verbal and written communication skills.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• Relevant professional experience in technical support, technical consulting, IT operations, or a related field.
• Strong analytical, problem‑solving and customer service abilities, with flexibility to work shift‑based schedules, weekends and public holidays.

Required skills

• Cybersecurity fundamentals and experience.
• CISSP certification (or equivalent).
• SSCP certification (or equivalent).
• CompTIA Security+ certification (or equivalent).