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About the Role

Microsoft Customer Service & Support (CSS) Technical Support Engineers solve complex technical challenges for businesses using Active Directory and authentication infrastructure. This role involves investigating issues across networks, authentication, security, and product implementation, acting as a technical detective to uncover root causes. You will leverage logs, network traces, and protocol specifications to find optimal solutions, constantly engaging with cutting-edge technology and becoming a global product expert. The Active Directory Services team focuses on core technologies like Active Directory, authentication, group policy, PKI, and Hybrid Identity, which are fundamental to enterprise ID management and security. Collaboration with global experts and product development teams is essential, as is the strategic use of AI to enhance engineering capabilities while maintaining rigorous validation.

Responsibilities

Solve complex technical challenges, taking ownership from issue identification to resolution.
Identify necessary data, logs, and configurations based on facts and hypotheses.
Systematically isolate issues through reproduction, configuration comparison, log analysis, and protocol analysis.
Propose solutions, including workarounds, recovery methods, and permanent fixes, tailored to customer environments and business needs.
Collaborate with global experts and product development teams on high-priority and complex issues.
Clearly communicate investigation progress, findings, next steps, and technical risks to customers.
Identify patterns in recurring issues to drive improvements in diagnostic procedures, tools, knowledge bases, and automation.
Contribute to Microsoft product and service improvements by sharing technical insights and customer feedback with product development teams.
Streamline information gathering, analysis, and diagnostics using tools like PowerShell.
Enhance team technical capabilities through technical documentation, knowledge sharing, study sessions, and case reviews.
Develop mechanisms for faster resolution of future issues.
Utilize AI for investigation, information organization, knowledge retrieval, log analysis, script creation, case summarization, and knowledge generation.
Validate AI-generated content against primary sources, product documentation, logs, and reproduction results.
Identify and share AI-driven process improvements, including prompts, tools, agents, and standard procedures.
Ensure secure AI utilization by adhering to security, privacy, confidentiality, and Responsible AI principles.
Continuously learn and evaluate new AI technologies and tools for practical application.
Clearly explain complex technical information to customers, considering their role, technical background, and understanding.
Build customer trust through timely sharing of investigation status, next steps, and potential risks.
Collaborate with related product teams (e.g., Windows, Azure, Microsoft 365, Security) for problem resolution.
Work effectively with diverse team members, respecting different perspectives.
Proactively seek and offer assistance to team members.
Share learnings from experiences and failures to foster team growth.
Understand the underlying causes of issues preventing user sign-in or service access.
Investigate the 'why' behind issues, not just the superficial fix.
Enjoy forming hypotheses, testing, and learning from results when facing unknown problems.
Correlate multiple logs and events to understand the overall problem picture.
Learn across OS, security, cloud, and network domains, not just a single product.
Improve personal and team work through AI and automation.
Validate AI responses with evidence and technical verification.
Share knowledge and experience to contribute to the growth of others.
Balance customer empathy with engineering curiosity.
Continuously enhance professional expertise by welcoming feedback.
Achieve better results as a team by respecting diverse perspectives.

Requirements

Practical experience as a Support Engineer, Systems Engineer, Software Engineer, or Infrastructure Engineer, or equivalent.
Fundamental understanding of IT system components including OS, networks, authentication, directory services, security, storage, and applications.
Experience in system design, construction, migration, deployment, operation, development, or troubleshooting.
Ability to organize facts and hypotheses and isolate problems based on data, even with limited information.
Capacity to collaborate with stakeholders to resolve issues involving multiple technical domains.
Willingness to continuously learn and apply new technologies.
Ability to communicate clearly and honestly with customers and team members.
Business-level Japanese reading, writing, and speaking proficiency.
Ability to read English technical documents and research necessary information.
Problem-solving skills gained from experience with non-Windows OS, networks, virtualization, cloud, security, or software development are valuable.
Experience or knowledge in one or more of the following is welcomed: Windows Server design, build, migration, operation, troubleshooting; Active Directory Domain Services build or operation; knowledge of domain controllers, replication, DNS, LDAP; knowledge of Kerberos, NTLM, SPN, authentication protocols; Group Policy design, deployment, operation, troubleshooting; Active Directory Certificate Services or PKI build, operation; knowledge of certificates, TLS, encryption; experience with Microsoft Entra ID, Hybrid Identity, Windows Hello for Business; knowledge of networks, DNS, TCP/IP, security; analysis using tools like Wireshark, Process Monitor, Performance Monitor, ETW; experience with diagnostic tools like Repadmin, DCDiag, GPResult, Klist, Certutil; scripting or software development using PowerShell, Python, C, C++, C#; technical research referencing APIs, protocol specifications, RFCs; experience utilizing AI-assisted tools like GitHub Copilot, generative AI, AI agents in technical work; understanding of AI output evaluation, validation, security, or Responsible AI; demonstrated continuous learning and knowledge sharing through technical blogs, GitHub, community activities, presentations, study groups, or certifications; current technical certifications related to Azure, Windows Server, security, networks, Linux, IT service management; technical communication in English.

Skills

Active Directory
Authentication
Group Policy
PKI
Hybrid Identity
Windows Server
Network
Security
Cloud Services
AI
PowerShell
Scripting
Automation
Troubleshooting
Log Analysis
Protocol Analysis
Technical Documentation
Knowledge Management
System Design
System Construction
System Migration
System Deployment
System Operation
System Development
Data Analysis
Collaboration
Communication
Problem Solving
Continuous Learning
Active Directory Domain Services
Domain and Forest Design, Configuration, and Operation
Domain Controller Promotion and Demotion
Active Directory Replication
Site and Subnet Configuration
Domain and Forest Trusts
Active Directory Database Recovery and Restore
LDAP and Active Directory Lightweight Directory Services
AD Database and Directory Service Performance
Kerberos and NTLM Authentication
Sign-in and Authentication Errors
Account Lockout
Service Principal Name
Managed Service Accounts and Group Managed Service Accounts
Cross-Domain and Cross-Forest Authentication
Permissions, ACLs, and Security Descriptors
Credential Guard and Credential Protection
Group Policy Object Creation, Linking, and Application
Group Policy Processing and Precedence
Group Policy Application Errors
Security Settings and Audit Policies
Logon, Logoff, Startup, and Shutdown Scripts
Configuration Management in Large-Scale Environments
Active Directory Certificate Services
Certificate Authority Setup and Operation
Certificate Enrollment, Renewal, and Revocation
Certificate Templates
TLS and SSL
NDES, OCSP, CEP, CES
EFS and Data Protection API
Certificate-Related Authentication and Encryption Issues
Windows Hello for Business
FIDO2 and WebAuthn
Web Account Manager and Token Broker
Enterprise State Roaming
Windows Time Service
User Profiles and Folder Redirection
DFS Replication and SYSVOL Replication
Slow Boot and Slow Logon Analysis
Hybrid Identity Scenarios connecting on-premises and cloud

Location

Shinagawa

Work Type

Hybrid
Remote

Experience Level

Entry Level
Mid Level
Senior Level

About the Company

Microsoft Customer Service & Support (CSS) focuses on supporting businesses using Active Directory and authentication infrastructure.
The Active Directory Services team is responsible for core technologies like Active Directory, authentication, group policy, PKI, and Hybrid Identity.
These technologies are foundational for enterprise ID management and security, enabling user sign-ins, directory synchronization, secure application access, and data protection via certificates.
Microsoft is an equal opportunity employer.

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.