With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
マネージャーからのメッセージ
クラウド ビジネスに興味がありますか？
Microsoft Azure Platformは、お客様にクラウド内に開発・テスト・ソリューションを展開することを可能にしています。投資されハイパー スケールに拡大していくインフラ、信頼性に向けた取り組み、そして全世界各地に展開されたデータセンターを有意義に利用し、専用のITインフラを管理する際の労力を減らすことができるMicrosoftの戦略的基盤です。Azureはクラウド市場での成長し続けるリーダーです。お客様の成功を現実のものとし、お客様が購入の決断をする際に差別化の鍵を供給します。
You review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
You participate in communities with peer delivery roles.
You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement
You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
Responsibilities Include
The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; to identify required tools, cloud access, training, processes or capabilities to assess customer issues in less than 15 minutes; and to keep escalations to PG operations below 10% of the volume. The SE will need to closely collaborate with PG engineering and operations, and other CTS engineers.
The support engineer is a critical role in the implementation of Azure Platform support capabilities which include working with the PG and Azure Supportability PMs to implement asks; identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud.
Other Application Requirements
Applicants must reside in Japan to apply for this position.
・Making a difference - 毎日、継続的な改善と成長を続け、変化をし続けること。技術に対しての情熱を持ち、日々新しい分野へのスキルを伸ばすこと。チーム ワークを重視し、他者やチーム全体の目的達成のために活動が出来ることが重要です。
語学力
日本語で日本のお客様へサポートサービスを提供いただきます。
また、英語で海外のお客様へのサポートも提供いただきます。
日本語、英語、ともにメール、電話での対応が必須となります。
Required
3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience
Strong knowledge and understanding of TCP, IP protocols and OSI model
Experience with Infrastructure , Network Administration
Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor, Message Analyzer
Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and, or Linux, Virtualization of SDN technologies
Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP, s, MPLS, BGP, Layer3, Layer2
Hands-on experience of Proxy and Firewall
Language Qualification
Japanese Language: fluent in reading, writing and speaking.
English Language: confident in reading and writing; moderate spoken English skills
Soft Skills
Leadership - handle technically challenging and politically hot customer situations
Strong communications skills - Excellent spoken and written English communication skills
Effective, polished interaction with customer to gather information
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing.
Technical Skills
Technical depth in the current technology and willing to learn new skills.
Knowledge of one of the following domains will be beneficial but not mandatory: Windows Azure Platform, Operating System/Virtualization, and Networking.
Windows Azure Platform
– Knowledge of Windows Azure Platform services
– Azure Platform development and deployment concepts
– Familiarity with troubleshooting
Operating System/Virtualization
– Familiarity with Active Directory, Security, OS Internals concepts
– Understanding of Virtualization concepts and virtual system administration
– Experience with Hyper-V configuration and administration
Networking
– Familiarity with networking concepts including VIPs, NAT, DNS
– Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
– Understanding of the OSI model and related concepts
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.