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With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S;) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S; and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Microsoft Detection and Response Team (DART) is looking for a Cybersecurity Incident Response Engineer, Threat Hunter and Forensic Analyst to join their collaborative team. This position will be a vital individual contributor role on the DART team in taking the lead in threat hunting and forensics in delivery of cybersecurity investigations for our customers. You will work in a fast-paced, intellectually intense, service-oriented environment where collaboration and speed are key to our investigations.

This is a general position. The role is flexible in that you can work up to 100% from home however short notice travel to work onsite alongside customers will likely be 40% or higher as is demanded by the needs of our customers and business. This position may require you to work a rotational On-Call schedule, evenings, weekends or holiday shift. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.

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**:
**Technical-Oriented**




- Utilizes engineering tools, customer telemetry and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer. Tracks customer incidents and with mínimal oversight, engages with customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers. With mínimal guidance, contributes to or investigates and troubleshoots the issues using diagnostics
- Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. With mínimal guidance, implements new features/tools to improve products. Helps customers and partners stay current with best practices by sharing content via multiple forums. Identifies content improvement or troubleshooting guides. Helps implement automation of complex solutions for the team.
- Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.

**Customer Solution Lifecycle Management**
- Conducts health checks to ensure customer environment (e.g., product, service, feature)



is optimized and configured for deployment. With mínimal guidance, provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. With mínimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle. With mínimal guidance, conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. With mínimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.
- Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Communicates progress and keeps stakeholders aligned with respect to escalations. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to seniors or managers within the team, if more assistance is needed. With mínimal oversight, conducts root-cause analysis of the issues and follows up with the customers.

**Relationship/Experience Management**
- Collaborates with the relevant product and business groups on how customers use the product. Understands and identifies gaps in customer scenarios and product limitations. Provides details to the product and business groups on customer product experience and usage. With mínimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.
- With mínimal guidance, partners with other teams (e.g., program managers, sof

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📌 Cybersecurity Incident Response Engineer, Threat (Santiago)
🏢 Microsoft
📍 Santiago