A fast-growing cybersecurity company helping Managed Service Providers (MSPs) simplify and scale Microsoft Security across multiple tenants. Our mission is simple: to be embedded in every MSP.
We’re looking for a hands-on Product Support Specialist with strong Microsoft ecosystem experience to join our growing team.
This is not a standard ticket-handling role. You’ll act as a technical problem solver and trusted internal expert, supporting customers with real-world Microsoft security and configuration challenges.
With ticket volumes increasing, we need someone who can hit the ground running, confidently troubleshoot issues, and deliver excellent customer outcomes.
What You’ll Be Doing
* Triage and resolve technical incidents across Microsoft environments
* Provide 1st and 2nd line support to customers and internal users
* Diagnose and resolve issues across:
o Microsoft 365
o Conditional Access
* Take ownership of tickets from start to resolution (via Intercom or similar tools)
* Deliver a high-quality, customer-focused support experience
* Identify patterns and contribute to process improvements and automation
* Document solutions and create repeatable workflows
* Support backup services and investigate related issues
* Assist with user, server, and network change requests
* Contribute to KPIs, CSAT tracking, and support metrics
What We’re Looking For
* Proven experience in a Product Support / Service Desk role (1st/2nd line)
o Microsoft 365
o Conditional Access
* Practical experience configuring:
o MFA
o SSO
o User and security policies
* Solid troubleshooting skills (DNS, DHCP, networking basics)
* Excellent communication and customer-facing skills
* Familiarity with Intercom, Jira, or similar ticketing tools
* Understanding of ITIL processes
* Experience working in SaaS, startup environments or MSP environment
Who You Are
* Proactive and solutions-focused
* Comfortable taking ownership and working independently
* Collaborative and adaptable in a small team environment
* Eager to learn and continuously improve
* Able to balance technical depth with excellent customer experience
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