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About the Role

This role involves deeply understanding the internal workings of Active Directory and authentication infrastructure used by companies worldwide, solving the most complex technical challenges customers face. You will act as a technical detective, forming hypotheses and pursuing the truth to identify the root cause of issues spanning networks, authentication, security, or product implementation. As a Technical Support Engineer within Microsoft Customer Service & Support (CSS), you will go beyond providing known solutions, utilizing logs, network traces, events, and configuration information to derive root causes and optimal solutions for complex technical issues. This role offers an environment to constantly engage with and learn cutting-edge technologies, with the potential to become a leading expert in products both domestically and globally.

Responsibilities

Solve complex technical challenges, taking ownership from issue identification to resolution, accurately grasping business impact and technical details.
Organize facts and hypotheses, identifying necessary data, logs, events, network traces, and configuration information.
Systematically isolate issues through reproduction in a test environment, configuration comparison, log analysis, and protocol analysis.
Propose workarounds, recovery methods, and permanent solutions tailored to customer environments and business requirements.
Collaborate with domestic and international expert engineers and product development teams for high-urgency or complex issues.
Clearly explain 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 the improvement of Microsoft products and services 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, internal knowledge sharing, study sessions, case reviews, and mentoring.
Develop mechanisms for faster resolution of future issues beyond immediate case resolution.
Utilize AI for investigation, information organization, knowledge search, log analysis, script creation, case history summarization, and knowledge generation.
Validate AI-generated content against primary sources, product documentation, logs, and reproduction results.
Identify and share AI-applicable business processes, prompts, tools, agents, and standard procedures with the team.
Ensure secure AI utilization while adhering to security, privacy, confidential information handling, and Responsible AI principles.
Continuously learn and evaluate new AI technologies and tools for practical application and improvement.
Clearly explain complex technical information to customers, considering their role, technical background, and understanding.
Build customer trust by sharing investigation status, next steps, and potential risks in a timely manner.
Collaborate with related product teams (e.g., Windows, Azure, Microsoft 365, Security) to resolve issues.
Foster a collaborative environment by respecting diverse perspectives and working effectively with team members from various backgrounds.
Proactively seek and offer assistance to team members, avoiding the isolation of problems.
Contribute to team growth by sharing learnings from personal experiences and failures.

Requirements

Practical experience as a support engineer, systems engineer, software engineer, 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 technical documents in English and conduct necessary research.
Problem-solving skills gained from experience with non-Windows OS, networks, virtualization, cloud, security, or software development are valuable, as specific Active Directory Services or Microsoft product expertise is not required at the time of application.

Skills

Active Directory
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, and CES
EFS and Data Protection API
Authentication and encryption issues related to certificates
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
Troubleshooting
System design
System construction
System migration
System deployment
System operation
Development
Data analysis
Collaboration
Continuous learning
Communication
AI utilization
Automation
Scripting
PowerShell
Python
C
C++
C#
Wireshark
Network Monitor
Process Monitor
Performance Monitor
ETW
Repadmin
DCDiag
GPResult
Klist
Certutil
API usage
Protocol specification analysis
RFC analysis
GitHub Copilot
Generative AI
AI agents
Responsible AI principles
Technical documentation
Knowledge sharing
Community activities
Presentations
Study groups
Certification acquisition
Azure
Microsoft 365
Linux
IT service management
English technical communication

Location

Shinagawa

Work Type

Hybrid
Remote

Experience Level

Entry level
Mid level
Senior level

About the Company

Microsoft Customer Service & Support (CSS) is responsible for supporting companies worldwide using Active Directory and authentication infrastructure.
The Active Directory Services team within CSS handles core technologies supporting enterprise ID management and security, including Active Directory, authentication, Group Policy, PKI, and Hybrid Identity.
These technologies form the foundation for numerous corporate activities such as user sign-ins, directory information synchronization, secure application access, and data protection via certificates.
The company values a culture that respects individual circumstances and life stages, fostering mutual support within teams.
Teams comprise members with diverse professional experiences, expertise, nationalities, and cultural backgrounds, leveraging their strengths through collaboration.
The company encourages seeking support through consultation channels, team meetings, and technical reviews, valuing learning from each other's knowledge and experience.
The company offers a flexible work style, including hybrid remote and office work, while acknowledging that office policies may change.

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.
Assistance with religious accommodations and/or reasonable accommodations due to a disability during the application process is available.