Cloud Customer Support Engineer; GA

We are seeking an experienced Customer Support Engineer to join our Microsoft operations team supporting critical government cloud environments. This role combines advanced technical troubleshooting with deployment capability, serving as a key technical resource for both customer-facing support and platform operations. The ideal candidate will bring expertise in Microsoft 365 environments, incident resolution coordination, and the ability to drive continuous improvement across support and deployment operations.

• Customer Support & Incident Management
• Diagnose and resolve technical issues across the Microsoft 365 platform
• Drive root-cause analysis for customer-reported incidents
• Deployment & Platform Operations
• Execute and oversee platform component deployments, including software upgrades and configuration changes
• Deploy and validate services for multiple engineering teams
• Follow established procedures including Technical Service Guides and Knowledgebase articles while identifying opportunities for process improvement
• Conduct validation testing according to Troubleshooting Guides
• Manage and maintain workstation systems used for daily operations
• Process Improvement & Knowledge Management
• Identify opportunities for optimization and automation
• Maintain technical documentation and troubleshooting procedures in team knowledge base
• Provide detailed status updates via email and ticketing systems
• Contribute to continuous improvement initiatives
• Support root-cause analyses, ad-hoc metrics, and data discovery requests

• BS in Computer Science or other technical discipline is preferred.
• 4+ years of experience in technical support or engineering roles supporting enterprise environments
• 3+ years of hands-on experience with Microsoft 365/Office 365 platform and services>

• Must maintain active TS/SCI w/FSP clearance throughout employment

• Microsoft certifications (AZ-900, MS-900, or equivalent) – required to obtain one within 6 months of start
• Security certifications (CompTIA Security+ or equivalent) – required to obtain one within 6 months of start
• Experience with automation tools and scripting (Power Shell, Python, or similar)
• Experience with monitoring tools
• Able to quickly learn customer scenarios or new service scenarios
• Strong documentation skills and commitment to knowledge sharing

• Outstanding customer service skills with experience resolving issues in a high-pressure situation
• Demonstrated experience with Azure cloud services and government cloud environments
• Experience with deployment processes, change management, and configuration management
• Experience conducting validation testing to ensure system integrity and performance
• Excellent analytical and troubleshooting skills
• Strong written and verbal communication skills
• Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
• Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements

• Experience with system administration support tools such as Windows/Linux
• Experience supporting a cloud-based environment
• Strong interpersonal skills
• Strong oral and written communication skills
• Experience in supporting Cloud based environment and tools such as Azure/AWS
• Experience analyzing, troubleshooting, and providing solutions for technical issues
• Ability to problem solve and collaborate with team members
• Strong organizational and multi-tasking skills
• Strong in technical communications with both technical and non-technical peers
• Able to maintain professionalism under pressure
• Strong customer focus

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each…