Customer Service Engineer Jobs in Virginia (NOW HIRING)

Job Summary:
Microsoft is seeking a Service Engineer to join the M365 Air-Gapped Cloud (AGC) team, which operates Microsoft 365 services in highly regulated and secure environments. The role involves providing operational support, incident response, and continuous improvement to ensure the reliability and security of these services.
Responsibilities:
• Operate and support Microsoft 365 services in air-gapped and sovereign cloud environments, ensuring high availability and compliance with strict security standards.
• Responds to incidents during regular on-call rotations by identifying the level of impact, troubleshooting incidents, and deploying appropriate fixes to resolve root cause(s). Shares details related to incidents and their resolution through postmortem reports.
• Monitors and acts on telemetry data. Performs analyses to identify patterns that reveal errors that are affecting the system's availability, reliability and performance with minimal guidance. Develops scripting and/or automation used in monitoring based on observations and experience. Implements reliable, scalable, and high-performance solutions across teams. Owns implementation and rollback plans. Quantifies and ensures the health and compliance of a service with minimal guidance.
• Partner with engineering, program management, and security teams to deliver new features and maintain service parity with public cloud offerings.
• Engage with internal and external stakeholders to communicate service status, risks, and mitigation plans.
• Continuously assess and improve operational posture, adopting best practices for service engineering in regulated environments.
• Operate and support Microsoft 365 services in air-gapped and sovereign cloud environments, ensuring high availability and compliance with strict security standards.
• Responds to incidents during regular on-call rotations by identifying the level of impact, troubleshooting incidents, and deploying appropriate fixes to resolve root cause(s). Shares details related to incidents and their resolution through postmortem reports.
• Monitors and acts on telemetry data. Performs analyses to identify patterns that reveal errors that are affecting the system's availability, reliability and performance with minimal guidance. Develops scripting and/or automation used in monitoring based on observations and experience.
• Implements reliable, scalable, and high-performance solutions across teams. Owns implementation and rollback plans. Quantifies and ensures the health and compliance of a service with minimal guidance.
• Partner with engineering, program management, and security teams to deliver new features and maintain service parity with public cloud offerings.
• Engage with internal and external stakeholders to communicate service status, risks, and mitigation plans.
• Continuously assess and improve operational posture, adopting best practices for service engineering in regulated environments.
Qualifications:
Required:
• Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.
• Hands-on experience supporting complex IT environments, with a strong understanding of system and service management challenges.
• Experience operating in large distributed or air-gapped environments, with a focus on reliability, security, and compliance.
• Ability to build consensus and influence across teams to achieve common goals.
• Recent experience with Azure or equivalent hyperscale cloud technologies.
• U.S. citizenship verification is required due to legal and customer requirements for this role.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including an active Top-Secret clearance with CI or FSP (if CI, willingness to upgrade to FSP) and successful completion of the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred:
• Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.
• 1+ year(s) technical experience working with large-scale cloud or distributed systems.
Company:
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Founded in 1975, the company is headquartered in Redmond, USA, with a team of 10001+ employees. The company is currently Late Stage.