Overview
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.
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.
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
Role Overview
As a Support Engineer, you will play a dual-role function supporting both Japan and Korea customers across Microsoft Azure technologies. This role is part of Microsoft's strategic investment to expand Korean-language support coverage from 9:00 AM to 11:00 PM KST/JST (14x7), helping customers in Korea confidently operate and grow their businesses on Azure.
By providing Korean-language support during evenings, weekends, and public holidays, you will play a critical role in delivering an enhanced customer experience, driving faster resolution of critical issues, and strengthening Azure's competitiveness and growth in the Korean market.
During Regular Business Hours (09:00 - 17:30 JST)
- Provide Japanese-language technical support for customers in Japan.
- Develop deep technical expertise in Azure Networking, serving as part of the Azure Networking support organization.
- Investigate and resolve complex networking-related issues, working closely with customers, support teams, and engineering groups.
- Contribute to service quality improvements, knowledge sharing, and technical readiness initiatives within the Azure Networking domain.
During After-Hours Shifts (17:30 - 23:00 JST on Weekdays) and Weekend/Public Holiday Shifts
- Provide Korean-language technical support for customers in Korea.
- Act as the primary case owner for high-priority customer incidents, including Sev A and Sev 1 scenarios, representing Microsoft as the trusted customer-facing lead, driving clear communication, accountability, and customer confidence throughout the resolution process.
- Support a broad range of Azure infrastructure technologies, including:
- Azure Virtual Machines (VM)
- Azure Networking
- Azure Kubernetes Service (AKS)
- Azure Database Services (MySQL/PostgreSQL)
- Develop broad technical knowledge across multiple Azure technologies and quickly triage customer issues to the appropriate subject matter experts.
- Collaborate with global engineering and support teams using English communication and AI-assisted productivity tools to investigate complex issues and drive resolution.
- Coordinate with specialized engineering teams worldwide to ensure timely and effective customer outcomes.
- When Korean-language support demand is low, contribute to the same responsibilities performed during regular business hours.
What Makes This Role Unique
- Build deep expertise in Azure Networking while gaining broad exposure across multiple Azure infrastructure technologies.
- Work in a highly collaborative global environment with engineering teams around the world.
- Leverage AI-powered tools and global support resources to accelerate troubleshooting and customer resolution.
- Help build and shape Microsoft's strategic Korean-language after-hours support capability, improving customer experience and strengthening Azure's competitiveness in Korea.
Other Application Requirements:
Applicants must reside in Japan to be eligible for this position.
Qualifications
Required Qualifications
- 3+ years of technical support, technical consulting experience, or information technology experience OR a 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 and 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 Qualifications
- Korean: Fluent verbal and written communication skills.
- Japanese: Business-level proficiency (JLPT N2 equivalent or higher)
- English: Ability to communicate effectively with internal engineering teams and read and understand technical documentation
*This position is based in Japan and is responsible for providing technical support to customers in Korea in Korean. Depending on business needs, the engineer may also be required to provide technical support to customers in Japan in Japanese, or to customers in other regions in English.
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 with current technology and willingness 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
- Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
- Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred
- Understanding of the OSI model and related concepts
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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.