Cloud Customer Support Engineer (VA)

Customer Support Engineer

We 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.

Key Responsibilities

• Customer Support & Incident Management
  • Diagnose and resolve technical issues across the Microsoft 365 platform
  • Drive root-cause analysis for customer-reported incidents
• Deployment & Platform Operations
  • Execute and oversee platform component deployments, including software upgrades and configuration changes
  • Deploy and validate services for multiple engineering teams
  • Follow established procedures including Technical Service Guides and Knowledgebase articles while identifying opportunities for process improvement
  • Conduct validation testing according to Troubleshooting Guides
  • Manage and maintain workstation systems used for daily operations
• Process Improvement & Knowledge Management
  • Identify opportunities for optimization and automation
  • Maintain technical documentation and troubleshooting procedures in team knowledge base
  • Provide detailed status updates via email and ticketing systems
  • Contribute to continuous improvement initiatives
  • Support root-cause analyses, ad-hoc metrics, and data discovery requests

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.
• 4+ years of experience in technical support or engineering roles supporting enterprise environments
• 3+ years of hands-on experience with Microsoft 365/Office 365 platform and services

Clearance Requirement

• Must maintain active TS/SCI w/FSP clearance throughout employment

Preferred Qualifications

• Microsoft certifications (AZ-900, MS-900, or equivalent) – required to obtain one within 6 months of start
• Security certifications (CompTIA Security+ or equivalent) – required to obtain one within 6 months of start
• Experience with automation tools and scripting (PowerShell, Python, or similar)
• Experience with monitoring tools
• Able to quickly learn customer scenarios or new service scenarios
• Strong documentation skills and commitment to knowledge sharing

Job Specific Skills

• Outstanding customer service skills with experience resolving issues in a high-pressure situation
• Demonstrated experience with Azure cloud services and government cloud environments
• Experience with deployment processes, change management, and configuration management
• Experience conducting validation testing to ensure system integrity and performance
• Excellent analytical and troubleshooting skills
• Strong written and verbal communication skills
• Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
• Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux
• Experience supporting a cloud-based environment
• Strong interpersonal skills
• Strong oral and written communication skills
• Experience in supporting Cloud based environment and tools such as Azure/AWS
• Experience analyzing, troubleshooting, and providing solutions for technical issues
• Ability to problem solve and collaborate with team members
• Strong organizational and multi-tasking skills
• Strong in technical communications with both technical and non-technical peers
• Able to maintain professionalism under pressure
• Strong customer focus

Compensation Ranges

Compensation 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 Requirements

It 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 Requirements

The 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.

Disclaimer

The 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.