Technical Support Engineer

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.

This team focuses on resolving technical issues related to Infrastructure-as-a-Service (IaaS) products, such as Virtual Machines and Storage, within the Azure support organization.

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 customers’ 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 Virtual Machines or Azure Kubernetes Service, 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 NetworkingAzure 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 Virtual Machines or Azure Kubernetes Service 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.

Qualifications

• 4+ years of experience in customer support, technical software support, systems development, network operations, IT admin or IT consulting
• Experience working with Azure OR another cloud or virtualization provider, or equivalent technology.
• Technical experience in one or more of the following:
  • Windows or Linux System Administration/Virtualization
  • Windows scripting or PowerShell, linux bash scripting
  • Familiarity with Active Directory, Security, OS Internals concepts
  • Understanding of Virtualization concepts and virtual system administration
  • Experience with Hyper-V or VMWare configuration and administration
  • Familiarity with Web Server, HTTP protocol and basic networking technologies such as tcp/udp.
  • Understanding of Storage technologies (cloud and/or on premises)
  • Understanding of RDP/SSH

Language Qualifications:

• Korean: Fluent verbal and written communication skills.
• Japanese: Business-level proficiency in reading, writing, and spoken communication skills (JLPT N2 equivalent or higher)
• English: reading, writing, and spoken communication skills.

*This role is based in Japan and is responsible for delivering technical support in Korean and Japanese. Depending on business needs, the engineer may also provide technical support in English. Therefore, candidates must possess business-level proficiency in Korean, as well as business-level proficiency in Japanese. English is used for reviewing internal technical documentation and collaborating with engineers across global teams.

Preferred Qualifications:

• Degree in Computer Science, Information Systems, Engineering or equivalent.
• Experience in building business systems using windows and linux on Azure and the following Azure services:
  • Azure IaaS/VMSS
  • Azure Storage Servics (Files share)
  • Azure virtual network

Knowledge and Skills:

• You approach things with a growth mindset with a genuine desire and motivation to learn and develop yourself.
• You embrace challenges and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win. You love customers and are obsessed with them - a genuine desire to help under challenging circumstances and work with a sense of urgency.
• Strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.
• You are able to handle multiple customer issues and effectively balance your priority need.
• Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems.
• Handle high pressure situations well - maintain calm and composure on stressful situations is a must.

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.