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About the Role

The Customer Experience and Success (CE&S) organization is focused on empowering customers to achieve business value through differentiated experiences with Microsoft products and services. Within CE&S, the Customer Service & Support (CSS) organization uses AI technology to help users resolve issues quickly and securely. As a Technical Support Engineer in CSS, you will own, troubleshoot, and solve customer technical issues, accelerating your career growth and developing technical proficiency.

Responsibilities

Define and implement support services for the cloud market.
Resolve complex technical scenarios involving integrated cloud technologies such as Azure VMware Solutions, Azure NetApp Files, SAP/Oracle DB on Azure, and Nutanix Cloud Clusters on Azure.
Support service operations including service availability, quality, incident management, subscription management, usage and chargeback analysis, and cost-effective architecture design.
Provide critical product feedback to multiple Server & Tools Business (STB) product groups and Business Groups (BG).
Integrate specialized personnel from Cloud Transfer Service (CTS) as part of the Azure Support ecosystem to lead issue resolution for specific technologies (private cloud, storage, network, customer environments).
Provide support on the Microsoft Azure Platform, working with customers to resolve technical challenges.
Identify technical support pain points from customer interactions and provide feedback to Technical Advisors and internal teams.
Implement and enhance Azure Platform support capabilities by collaborating with Product Groups (PG) and Azure Supportability PMs.
Identify technology and/or process readiness needs.
Work with Training PMs and Tech Leads to ensure support team readiness.
Develop relationships with and engage technology-specific depth queues for customer incident resolution.
Achieve Customer and Partner Experience (CPE) team goals.
Meet targets for time to resolution or escalation.
Enable competitive response times.
Maintain technical skills through ongoing readiness and platform training.
Participate in the creation of future Microsoft cloud support capabilities.

Requirements

Fluent in reading, writing, and speaking Japanese.
Proficient in reading and writing English, with intermediate conversational ability.
Business-level Japanese communication skills with an understanding of Japanese culture and customer expectations.
Leadership skills to handle technically challenging and politically sensitive customer situations.
Effective customer interaction skills to gather information, explain responsibilities, communicate next steps, and build confidence.
Demonstrable troubleshooting skills.
Cross-team collaboration abilities.
Logical and critical thinking.
Passion for technology and customer support.
Understanding of cloud vs. on-premise computing and cloud computing fundamentals.
Technical understanding of Virtualization (VMware), Networking, Linux/Windows, and Microsoft Azure Platform (IaaS).
Deep knowledge in at least two of the following areas: Virtualization (VMware by Broadcom), Operating Systems (Windows/Linux), Networking, Microsoft Azure IaaS Platform.
Hands-on experience with vSphere, vCenter, ESXi, vSAN and troubleshooting.
Hands-on experience with HA, DRS, vMotion, FT, Memory management, and storage.
Experience with VMware HCX, VMware NSX, and VMware VCF.
Experience with backup and DR services used with VMware.
Familiarity with Active Directory, Security, and OS Internals concepts (Windows & Linux).
Familiarity with OS troubleshooting, Performance, OS Update, RDP/SSH, Licensing, and OS Boot.
Understanding of Virtualization concepts and virtual system administration.
Familiarity with networking concepts including VIPs, NAT, and DNS.
Familiarity with networking tools (ping, Tracert, Tracemon, Wireshark, etc.).
Understanding of load balancing and VPN technologies is preferred.
Understanding of the OSI model and related concepts.
Knowledge of Microsoft Azure Platform services (IaaS) including Virtual Machines, VMSS, Azure Encryption, Image Builder, Compute Gallery, Azure Storage, and Azure Portal – Administration and Troubleshooting.
Understanding of Azure Platform development and deployment lifecycle.
Familiarity with tools: PowerShell, Netmon, Fiddler, CLI.
Storage knowledge (SAN/NAS – NetApp) is a plus.
2-5 years of support or equivalent experience, including a customer-facing role.
Availability for critical cases on a 24x7 basis or on-call.
VMware Certification is desirable.
Degree in Computer Science or equivalent experience.

Skills

Virtualization (VMware)
Networking
Linux/Windows
Microsoft Azure Platform (IaaS)
vSphere
vCenter
ESXi
vSAN
HA
DRS
vMotion
FT
Memory management
Storage
VMware HCX
VMware NSX
VMware VCF
Backup and DR services
Active Directory
Security
OS Internals
OS troubleshooting
Performance tuning
OS Update
RDP/SSH
Licensing
OS Boot
Virtual system administration
VIPs
NAT
DNS
ping
Tracert
Tracemon
Wireshark
Load balancing
VPN
OSI model
Azure Virtual Machines
VMSS
Azure Encryption
Image Builder
Compute Gallery
Azure Storage
Azure Portal
PowerShell
Netmon
Fiddler
CLI
SAN/NAS
NetApp

Experience Level

2-5 years

Education Level

Degree in Computer Science or equivalent experience

About the Company

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture.
We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered.
CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products.
Join CE&S and help us accelerate AI transformation for our customers and the world.
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.
Microsoft Azure Platform is Microsoft's strategic foundation that enables customers to deploy development, testing, and solutions in the cloud. It allows customers to leverage the investment in hyper-scale, reliability, and geo-distribution of data centers to reduce the effort of managing dedicated IT infrastructure.
Azure is a continuing leader in the cloud market.
It is the key differentiator for customers to realize their success and make their purchasing decisions.

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.