Provide technical assistance to users by addressing inquiries related to software, hardware, and system operations, typically involving lower‑complexity issues.
Review incoming support cases with a focus on evaluating overall health, technical accuracy, and communication quality.
Identify high‑risk or sensitive cases that require proactive engagement to reduce the likelihood of escalation.
Contribute to the enhancement of a risk‑evaluation engine using AI‑based prompt engineering and insights from historical case trends.
Maintain detailed records of daily case activity, communication events, issues encountered, and resolution steps taken.
Independently research technical issues by reading documentation, using diagnostic tools, and collaborating with users or internal teams.

Associate degree in a computer‑related field, or equivalent technical training.
7–10 years of experience in technical support roles.
Prior experience in enterprise support delivery is required.
5–7 years of technical support experience in Security, Identity, or M365 services (critical requirement).
5 years of demonstrated ability to evaluate case health and recognize high‑risk escalation scenarios (critical requirement).
Strong verbal and written communication skills with an emphasis on customer experience and clarity under pressure.
Solid problem‑solving skills and ability to work independently with minimal oversight.
Familiarity with a range of software tools such as configuration management solutions, desktop communications platforms, operating systems, and directory services.
5 years of experience providing direct communication and feedback to multiple layers of management.

Senior Support Engineer

Key skills