Cloud Customer Support Specialist - Night Shift (WA)

Customer Support SpecialistWe 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 focus