Cloud Customer Support Specialist (GA - Swing)

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.Key ResponsibilitiesCustomer Support & Case ManagementUtilize all incident management systems to document ticket resolution information from multiple data sourcesMonitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirementsResolve open cases to meet program SLA/KPI requirements through regular stakeholder engagementUpdate support cases to reflect accurate metricsFacilitate clear communication between stakeholdersTechnical Troubleshooting & Problem ResolutionConduct validation testing according to Troubleshooting GuidesManage and maintain workstation systems used for daily operationsTroubleshoot client issues using documented approaches to identify and resolve common issuesKnowledge Management & Continuous ImprovementIdentify opportunities for optimization and automationSupport technical documentation and troubleshooting procedure updatesProvide detailed status updates via email and ticketing systemsSupport root-cause analyses, ad-hoc metrics, and data discovery requestsMinimum QualificationsBS in Computer Science or other technical discipline is preferred.3+ years of experience in technical support or engineering roles supporting enterprise environments1+ 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 (SEC+ or equivalent) - required to obtain one within 6 months of startExperience with root-cause analysis and trend identificationExperience 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 situationStrong technical troubleshooting and debugging expertiseExperience conducting validation testing to ensure system integrity and performanceStrong written and verbal communication skills with a strong sense of empathy towards customersAbility 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.$113,000 - 122,000EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.