Cloud Customer Support Specialist (MD - Swing)

Customer Support Specialist

We 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 Responsibilities

• Customer Support & Case Management
  • Utilize all incident management systems to document ticket resolution information from multiple data sources
  • Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
  • Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
  • Update support cases to reflect accurate metrics
  • Facilitate clear communication between stakeholders
• Technical Troubleshooting & Problem Resolution
  • Conduct validation testing according to Troubleshooting Guides
  • Manage and maintain workstation systems used for daily operations
  • Troubleshoot client issues using documented approaches to identify and resolve common issues
• Knowledge Management & Continuous Improvement
  • Identify opportunities for optimization and automation
  • Support technical documentation and troubleshooting procedure updates
  • Provide detailed status updates via email and ticketing systems
  • Support root-cause analyses, ad-hoc metrics, and data discovery requests

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.
• 3+ years of experience in technical support or engineering roles supporting enterprise environments
• 1+ 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 (SEC+ or equivalent) – required to obtain one within 6 months of start
• Experience with root-cause analysis and trend identification
• 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
• Strong technical troubleshooting and debugging expertise
• Experience conducting validation testing to ensure system integrity and performance
• Strong written and verbal communication skills with a strong sense of empathy towards customers
• 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
• 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