Cloud Customer Support Engineer (VA)

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.Hit Apply below to send your application for consideration Ensure that your CV is up to date, and that you have read the job specs first.Key ResponsibilitiesCustomer Support & Incident ManagementDiagnose and resolve technical issues across the Microsoft 365 platformDrive root-cause analysis for customer-reported incidentsDeployment & Platform OperationsExecute 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 ManagementIdentify 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 xevrcyc 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 focus