Customer Support EngineerWe 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.Key ResponsibilitiesCustomer Support & Incident Management Diagnose and resolve technical issues across the Microsoft 365 platformDrive root-cause analysis for customer-reported incidentsDeployment & Platform Operations Execute and oversee platform component deployments, including software upgrades and configuration changesDeploy and validate services for multiple engineering teamsFollow established procedures including Technical Service Guides and Knowledgebase articles while identifying opportunities for process improvementConduct validation testing according to Troubleshooting GuidesManage and maintain workstation systems used for daily operationsProcess Improvement & Knowledge Management Identify opportunities for optimization and automationMaintain technical documentation and troubleshooting procedures in team knowledge baseProvide detailed status updates via email and ticketing systemsContribute to continuous improvement initiativesSupport root-cause analyses, ad-hoc metrics, and data discovery requestsMinimum QualificationsBS in Computer Science or other technical discipline is preferred.4+ years of experience in technical support or engineering roles supporting enterprise environments3+ years of hands-on experience with Microsoft 365/Office 365 platform and servicesClearance RequirementMust maintain active TS/SCI w/FSP clearance throughout employmentPreferred QualificationsMicrosoft certifications (AZ-900, MS-900, or equivalent) – required to obtain one within 6 months of startSecurity certifications (CompTIA Security+ or equivalent) – required to obtain one within 6 months of startExperience with automation tools and scripting (PowerShell, Python, or similar)Experience with monitoring toolsAble to quickly learn customer scenarios or new service scenariosStrong documentation skills and commitment to knowledge sharingJob Specific SkillsOutstanding customer service skills with experience resolving issues in a high-pressure situationDemonstrated experience with Azure cloud services and government cloud environmentsExperience with deployment processes, change management, and configuration managementExperience conducting validation testing to ensure system integrity and performanceExcellent analytical and troubleshooting skillsStrong written and verbal communication skillsAbility to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughoutProven ability to monitor multiple communication channels (e.g.
phone, email, Teams) and respond to meet SLA/KPI requirementsOther Job Specific SkillsExperience with system administration support tools such as Windows/LinuxExperience supporting a cloud-based environmentStrong interpersonal skillsStrong oral and written communication skillsExperience in supporting Cloud based environment and tools such as Azure/AWSExperience analyzing, troubleshooting, and providing solutions for technical issuesAbility to problem solve and collaborate with team membersStrong organizational and multi-tasking skillsStrong in technical communications with both technical and non-technical peersAble to maintain professionalism under pressureStrong customer focusCompensation RangesCompensation 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 compensation and benefits package for employees.EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions.
We affirm our commitment to these fundamental policies.All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.Physical RequirementsThe physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.