Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

We provide premium support leveraging advanced technical skills to corporate customers who have entered into paid support contracts with Microsoft. Our mission is to support customer business success and build stronger trust with Microsoft by leading the resolution of security and compliance issues using cloud technologies such as Azure and Microsoft 365 (M365). As a support engineer at Microsoft, you will play the role of the 'last line of defense' in resolving customer issues with technical expertise. You will communicate directly with customers via email and phone, representing Microsoft. To provide the best support services, you will collaborate with internal and external technical experts, offering practical and strategic support in areas such as security policy design, information protection, and DLP (Data Loss Prevention), utilizing the latest features of Azure and M365.

Responsibilities

Provide technical support in Korean to customers in Korea, based in Japan.
Provide technical support in Japanese to customers in Japan during hours when there are no cases from Korea.
Handle inquiries via phone and web, investigating and resolving technical issues.
Collaborate with domestic and international teams, escalating to management or development departments as needed.
Provide support based on SLAs to ensure high customer satisfaction.
Record detailed technical investigation content.
Constantly focus on customer satisfaction, detecting and improving potential issues early.

Requirements

Over 3 years of experience in the IT industry.
Experience communicating with external customers.
Business level Japanese.
Reading and writing level English.
Fluent level Korean for customer communication via business documents (reports, emails) and phone.
Business level Japanese for customer communication via business documents (reports, emails), phone, and face-to-face interactions.
Business level English for business documents (reports, emails) and internal training.
Over 5 years of experience in the IT industry security area (preferred).
Experience building Azure/Microsoft 365 E5 (preferred).
Experience troubleshooting/handling software product failures (preferred).
Experience providing technical support for corporate on-premises/cloud products (preferred).
Experience building reproduction environments and conducting reproduction tests (preferred).
Packet analysis and dump analysis (preferred).
Proficiency in English, Chinese, and Korean (preferred).
Proactive in acquiring new technical skills and leveraging personal strengths.
Possess hospitality and customer-oriented mindset.
Demonstrate perseverance to see tasks through to completion.

Skills

Azure
Microsoft 365
Information Protection
eDiscovery
IRM
DLP
Data Lifecycle Management
Audit Logs
DSPM for AI
Technical Support
Troubleshooting
Security

Location

Japan

Work Type

Full-time
Shift work

Experience Level

3+ years in IT industry
5+ years in IT security (preferred)

About the Company

We provide premium support leveraging advanced technical skills to corporate customers who have entered into paid support contracts with Microsoft.
Our mission is to support customer business success and build stronger trust with Microsoft by leading the resolution of security and compliance issues using cloud technologies such as Azure and Microsoft 365 (M365).
We are a specialized team supporting cloud technologies for security products.
We foster a culture of teamwork and collaboration to tackle challenges.
Team members include experienced security product and technical support professionals expanding their careers into new products, as well as individuals who started with no prior experience and are growing with the support of their colleagues.

Equal Opportunity

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.