Cloud Customer Support Specialist; VA

We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.

• Customer Support & Case Management

• Utilize all incident management systems to document ticket resolution information from multiple data sources

• Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements

• Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement

• Update support cases to reflect accurate metrics

• Facilitate clear communication between stakeholders

• Technical Troubleshooting & Problem Resolution

• Conduct validation testing according to Troubleshooting Guides

• Manage and maintain workstation systems used for daily operations

• Troubleshoot client issues using documented approaches to identify and resolve common issues

• Knowledge Management & Continuous Improvement

• Identify opportunities for optimization and automation

• Support technical documentation and troubleshooting procedure updates

• Provide detailed status updates via email and ticketing systems

• Support root-cause analyses, ad-hoc metrics, and data discovery requests

• BS in Computer Science or other technical discipline is preferred.

• 3+ years of experience in technical support or engineering roles supporting enterprise environments

• 1+ 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 (SEC+ or equivalent) – required to obtain one within 6 months of start

• Experience with root-cause analysis and trend identification

• 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

• Strong technical troubleshooting and debugging expertise

• Experience conducting validation testing to ensure system integrity and performance

• Strong written and verbal communication skills with a strong sense of empathy towards customers

• 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 role. Monetary compensation is one component of ASM's overall…