Principal Technical Advisor for Cybersecurity Incident Response
Irving, Texas, United States · Hybrid
$131k–$304k/yr
Senior+$1M raised
Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer e…
Skills: Cybersecurity Incident Response, Case Management, Technical Troubleshooting, Readiness Development, Problem Solving
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Principal Technical Advisor for Cybersecurity Incident Response
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
$131k–$304k/yr
Full-time
bachelor degree, professional certificate
Posted 24d ago
~40 hrs/week
Responsibilities
The role focuses on providing technical subject matter expertise for cybersecurity incident response to ensure delivery excellence and support staff readiness. Responsibilities include managing complex escalated problems, refining operational processes, and partnering with product teams to drive fixes.
Requirements
Requires a Bachelor's degree in IT, Computer Science, or a related field with at least 8 years of technical support or system development experience. Preferred candidates possess 15+ years of experience, specific cybersecurity certifications like CISSP, and expertise in Microsoft Cloud technologies.
Full job description
Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
The Principal Technical Advisor for Cybersecurity Incident Response is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical Subject Matter Expert (SME).
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Readiness Development: Plan strategies, prepare materials, and conduct gap analysis at a global level to develop readiness plans for delivery teams. Create resources for support readiness and coordinate with Release Excellence on release management plans.
Case Management (Delivery Excellence): Demonstrate expert problem-solving, case management, and customer service skills. Strategize technical triages and provide actionable feedback to key partners and stakeholders.
Managing Collaboration Activities: Handle complex escalated problems, partner with product teams to drive fixes, and identify trends in customer feedback for future product enhancements.
Supportability Activities: Manage high-impact escalated problems, driving fixes to product development, and improvements to operational processes.
Process Improvement: Refine processes by partnering with senior leadership across global teams, lead efforts to improve diagnostic data logging, and facilitate communication between engineering and support teams. Serve as an early warning system and put plans in place to mitigate issues and proactively drive solutions.
Qualifications
Required/minimum qualifications
Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience
OR equivalent experience.
8+ years prior product, customer support and/or technical support experience.
Other Requirements
Microsoft Cloud Background Check:
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Citizenship & Citizenship Verification:
This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide either proof of their country of citizenship or proof of their U.S. permanent residency or other protected status (e.g., under 8 U.S.C. 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement,and as a condition of employment, Classified as Microsoft Confidentialthe successful candidate’s citizenship will be verified with a validpassport
Additional or preferred qualifications
Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 15+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience OR equivalent experience.
5+ years experience in Cybersecurity Incident Response
SC-900 and ISC2 CC certifications; CISSP a plus
10+ years prior product, customer support and/or technical support experience.
AI-900 certification or AI-901 certification.
Technologies certifications for business area (e.g., M365 Technologies, Security Certifications, Azure Certifications).
Technical Support Advisory IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. Because impact matters.
Microsoft operates in 190 countries and is made up of approximately 228,000 passionate employees worldwide.
Offices: 1 Microsoft Way, Redmond, Washington 98052, US · 1 Denison Street, North Sydney, NSW 2060, AU · 1950 Meadowvale Blvd, Mississauga, Ontario L5N 8L9, CA · 39, Quai du Président Roosevelt, Issy-les-Moulineaux, Île-de-France 92130, FR · Walter-Gropius-Straße 5, München, 80807, DE
How much do Customer Service & Support jobs in Washington pay?
Based on 1777 listings with disclosed salaries, most customer service & support jobs in Washington pay between $54k–$145k per year. Individual offers vary with seniority, company size, and specialization.
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