Support Escalation Engineer - Azure Networking - Japanese & English Speaker

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.

Work Model

This role follows a hybrid work model, requiring 3 days per week in the office at one of the following locations:

• Redmond, WA
• Las Colinas, TX
• Charlotte, NC

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

Message from Team Manager

The Microsoft Azure Platform enables customers to develop, test, and deploy solutions in the cloud. With its investment in hyperscale infrastructure, commitment to reliability, and globally distributed data centers, Azure helps reduce the effort required to manage dedicated IT infrastructure. It is a strategic foundation of Microsoft and a continuously growing leader in the cloud market. Azure empowers customer success and provides key differentiators that influence purchasing decisions.

Our team is rapidly expanding, and we are seeking talented individuals who are eager to grow, passionate about solving complex problems, and dedicated to making customers happy. At Microsoft Customer Service and Support, every day is unique. We tackle challenging issues, collaborate and share learnings, and deliver solutions that help customers get the most out of Microsoft products.

As a support engineer, you will become part of a team that delivers exceptional technical support experiences to our customers. You will handle issues from identification to resolution via phone and web support. When necessary, you will collaborate with colleagues, consult with subject matter experts, or escalate to engineers and managers in the product group.

Your daily work as a Microsoft support engineer will involve developing technical expertise-individually and with your peers-and becoming a professional with excellent communication and service skills. You will also have opportunities to become a subject matter expert in specific areas and receive guidance and mentorship from colleagues.
Response and Resolution

• You review, investigate, and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency through training and readiness activities.

Product / Process Improvement

• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.

Additional Responsibilities

The support engineer is responsible for support delivery, providing technical support to Azure customers by resolving escalated, complex technical customer issues on the Azure Platform and delivering Azure Technical Support against CPE and workflow efficiency targets; identifying required tools, cloud access, training, processes, or capabilities to assess customer issues in less than 15 minutes; and keeping escalations to PG operations below 10% of the volume.

The support engineer is a critical role in the implementation of Azure Platform support capabilities, including working with the Product Group (PG) and Azure Supportability PMs to implement asks; identifying technology and/or process readiness needs; working with Training PMs and Tech Leads to ensure support team readiness; and engaging with technology-specific depth queues for customer incident resolution when required.

Specific measurements include achieving CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through ongoing readiness and platform training; and participating in the creation of future Microsoft support capabilities for the cloud.

Qualifications

Minimum Required Qualifications

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience
o OR equivalent experience.

Additional Qualifications

• Strong knowledge of TCP/IP protocols and OSI model
• Experience with infrastructure and network administration
• Expertise troubleshooting large network environments; familiarity with packet sniffers (Wireshark, Network Monitor, Message Analyzer)
• Awareness of private, hybrid, and public cloud environments; Windows and/or Linux; virtualization and SDN technologies
• Knowledge of VPN, IPsec, DHCP, DNS, HTTP/S, MPLS, BGP, Layer 2/3
• Hands-on experience with proxy and firewall technologies

Technical depth in current technologies with willingness to learn new skills. Knowledge in one or more of the following domains is beneficial but not required:

• Windows Azure Platform
• Operating Systems / Virtualization
• Networking

Language Qualifications

• English: Fluent in reading, writing, and speaking
• Japanese: Confident in reading, writing, and speaking

Soft Skills

• Leadership in technically complex and high-visibility customer situations
• Strong written and verbal communication skills
• Effective customer interaction and information gathering
• Demonstrable troubleshooting and critical-thinking skills
• Cross-team collaboration
• Passion for technology and customer support
• Understanding of cloud versus on-premises computing

Working Hours and Shifts

• Ability to work a shift between 8:00 AM and 7:00 PM Central Time (CT)
• Four days per week, including one weekend day
• Schedules are flexibly coordinated among team members based on business and personal circumstances

Security & Compliance Requirements

• Ability to meet Microsoft, customer, and/or government security screening requirements is required for this role.
• These requirements include, but are not limited to, the Microsoft Cloud Background Check, which must be completed upon hire or transfer and every two years thereafter.

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $112,000 - $185,300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
;br>
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.