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Senior Technical Support Engineer - Data Protection

Microsoft· Technical Support Engineering
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Taipeifull-timePosted 2mo ago

About the role

Support Escalation Engineer (SEE) for the Data Protection team within Microsoft’s Customer Service & Support, handling frontline investigations of high-risk identity and security incidents, mentoring engineers, and improving tooling, documentation, and product behavior.

Responsibilities

  • Exercise sound technical and security judgment when evaluating ambiguous or high-risk scenarios involving identity verification, ownership validation, access restoration, and potential compromise events.
  • Investigate highly sensitive security and identity incidents while balancing customer experience, risk mitigation, compliance requirements, and platform protection objectives.
  • Troubleshoot deeply technical identity and security issues across multi-component systems using logs, traces, telemetry, and diagnostic tooling.
  • Review complex cases, validate technical details, identify defects or systemic patterns, and engage senior engineers or product teams when deeper engineering changes are required.
  • Participate in technical triage, incident response, and swarming discussions, contributing investigative findings and helping accelerate resolution paths across globally distributed teams.
  • Collaborate on cross-team and cross-product investigations, coordinating with partner support organizations, Engineering, and other CSS organizations as needed.
  • Collaborate effectively across regions and time zones, partnering with engineers, partner support organizations, and stakeholders worldwide to resolve customer-critical issues and improve operational readiness.
  • Participate in follow-the-sun support models, business-critical incident response activities, and other global support commitments, which may include coverage outside standard business hours, weekends, or regional holidays as required.
  • Provide clear, timely updates that keep customers informed of case status, next steps, and expected timelines.
  • Mentor new or developing engineers, supporting skills ramp, readiness content, and knowledge transfer across partner and FTE communities.
  • Share best practices broadly, contribute to automation and case-deflection assets, and help enhance the quality and efficiency of the Data Protection support model.
  • Identify process gaps, propose improvements, and partner with managers and engineering teams to refine workflows, documentation, and readiness materials.

Qualifications

  • 5+ years of experience in technical support, escalation engineering, systems administration, security operations, or Tier-3 troubleshooting roles.
  • Demonstrated experience in identity, security, access management, or support domains, including technologies such as Microsoft Entra ID (Azure AD), Microsoft 365 Security and Compliance, Conditional Access, Multi-Factor Authentication (MFA), cloud security operations, or other high-risk customer security workflows.
  • Demonstrated capability to resolve complex, multi-component technical issues through strong analytical, troubleshooting, and diagnostic skills.
  • Professional written and verbal communication skills in both English and Chinese (Mandarin).
  • Strong collaboration skills, with the ability to work effectively across engineering, support, and product organizations in a global environment.
  • Demonstrated ability to make sound decisions in ambiguous, high-pressure situations involving customer security, identity, access management, or business continuity.
  • Ability to manage conflict, maintain professionalism, and navigate sensitive customer interactions with empathy, composure, and sound judgment.
  • Growth mindset, adaptability, and ability to thrive in fast-paced, evolving environments where priorities, risks, and business needs may change.
  • Familiarity with cloud security fundamentals, online privacy concepts, identity protection principles, and security-compromise response practices.

Skills

Required:Identity and access managementTroubleshooting complex multi-component systemsMicrosoft Entra ID (Azure AD)Microsoft 365 Security and ComplianceCommunication (English and Chinese)
Last updated Aug 20, 2026. Interested? Apply on the company site.

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