Support Engineer

About Microsoft and CE&S

With more than 45,000 employees and partners worldwide, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to accelerate business value through differentiated experiences. This is achieved by leveraging Microsoft’s products and services, driven by our people and culture. CE&S ensures cross-company alignment and execution, consistently exceeding customer expectations in every interaction, whether in-product, digital, or human-centered. This organization is responsible for all services across the company, including consulting, customer success, and support across Microsoft’s portfolio. Join CE&S and contribute to accelerating AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence by delivering seamless support. CSS utilizes Microsoft’s AI technology to help consumers, businesses, and partners resolve issues quickly and securely, prevent future problems, and achieve more from their Microsoft investment.

About the Role: Support Engineer at Microsoft

The Customer Service & Support (CSS) team is seeking individuals passionate about delivering customer success. As a Support Engineer, you will own, troubleshoot, and resolve customers’ technical issues. This role offers an opportunity to accelerate your career growth, hone problem-solving, collaboration, and research skills, and develop your technical proficiency. Microsoft’s mission is to empower every person and organization to achieve more, fostering a culture of inclusion, respect, integrity, and accountability.

Responsibilities

Product/Process Improvement

• Identifies and provides feedback to address process gaps, streamline processes, and share best practices.
• Identifies potential defects and escalates them to more senior engineers for resolution.
• Applies broad knowledge of automated tools across various technologies and products, providing feedback for tool improvement.
• Provides feedback to senior engineers or serviceability teams on product functionality based on customer engagements.
• Provides feedback to the product group for product improvements.
• Participates in case triage meetings and discussions to share knowledge and contribute to rapid customer solutions, identifying and communicating readiness needs.

Readiness

• Assists in implementing end-to-end readiness programs (e.g., mentoring, knowledge sharing, technical document creation, brown bag sessions, blogs, quality assurance checks).
• Develops readiness content and mentors new Technical Support Engineers.
• Develops intermediate-level competence on various support topics.

Response and Resolution

• Resolves customer issues through problem-solving, collaboration, and research, potentially taking escalated issues.
• Documents technical work and research thoroughly.
• Reviews complex issues involving multiple product components and contacts customers to understand and resolve them, ensuring they are informed of status/solutions.
• Utilizes troubleshooting tools (e.g., event logs, performance traces) to resolve customer issues.
• Performs in-depth product troubleshooting and remediation when necessary.
• Collaborates on cross-team and cross-product technical issues with other groups to resolve moderately complex customer issues.

Customer Focus

You will be responsible for supporting Japan and Global Enterprise customers by triaging and resolving identity/authentication incidents across Microsoft 365 Cloud Identity and related Authentication and Account/Sync products. This includes owning customer communications through closure and meeting severity/SLA expectations to protect customer satisfaction (CSAT). The ideal candidate has 3-5 years of experience with Exchange (including Exchange Online) and/or Microsoft 365 identity/security & compliance, or Azure identity, along with solid working knowledge of Enterprise messaging administration and identity concepts.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or a related field AND 1+ years of technical support, technical consulting experience, or information technology experience; OR 3+ years of technical support, technical consulting experience, or information technology experience; OR equivalent experience.
• 3+ years of administration/configuration of Windows and Linux operating systems.
• Business-level fluency in Japanese and English (spoken and written), capable of leading technical calls and writing customer-facing case summaries in both languages.
• Demonstrated technical competence with Microsoft BackOffice Technologies.
• Conversational-level working knowledge of Microsoft products used in an Enterprise environment.
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Strong organization, time management, project management, and negotiation skills.

Other Requirements

• Ability to meet Microsoft, customer, and/or government security screening requirements are required for this role, including the Microsoft Cloud Background Check and Citizenship verification, as this position supports United States federal, state, and/or local government agency customers.

Additional or Preferred Qualifications

• Microsoft Technology Certifications.
• Strong technical writing skills and familiarity with Microsoft Office applications for documentation.

Key Skills/Competency

• Technical Troubleshooting
• Customer Service
• Cloud Identity Management
• Microsoft 365
• Azure Active Directory
• Windows/Linux Administration
• Incident Resolution
• Communication Skills
• Problem Solving
• Process Improvement