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.
業務内容
Own, troubleshoot and solve customer technical issues
Support delivery, working with customers to resolve technical customer issues on the Microsoft Azure Platform
Determine technical support Pain areas that she/he would see while working with Customers and Provide feedback and details to Technical Advisors and Internal teams
Critical role in the implementation of Azure Platform support capabilities which includes working with the PG and Azure Supportability PMs (Project Managers) to implement asks
identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness
and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.
応募資格
Fluent in reading, writing, and speaking Japanese
Confident in reading and writing English with intermediate conversational spoken level
Business-level Japanese communication skills with a strong understanding of Japanese culture and customer expectations
Leadership - handle technically challenging and politically sensitive customer situations
Effective, polished interaction with customers to gather information quickly
explain customer responsibilities in resolving issue
communicate next steps and status
and inspire confidence
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and Critical thinking
Passion for technology and customer support
Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.
Technical understanding of the following areas with a (preferred) deep knowledge in two of following and familiarity with others - Virtualization (Vmware), Networking, Linux/Windows and Microsoft Azure Platform (IaaS)
Virtualization (Vmware by Broadcom): Hands-on with vSphere, vCenter, ESXI, vSAN and troubleshooting experience
Hands -on with HA, DRS, vMotion, FT, Memory management, storage
Experience with Vmware HCX and Vmware NSX and Vmware VCF
Experience with backup and DR services used with Vmware
Operating System – Windows and Linux: Familiarity with Active Directory, Security, OS (operating systems) Internals concepts (Windows & Linux)
Familiar with OS troubleshooting, Performance, OS Update, RDP/SSH, Licensing, OS Boot
Understanding of Virtualization concepts and virtual system administration.
Networking: Familiarity with networking concepts including VIPs (Virtual IP), NAT (network address translation), DNS (Domain Name System)
Familiarity with networking tools (ping, Tracert, Tracemon, wire shark, etc.)
Understanding of load balancing, VPN (virtual private networks) technologies preferred
Understanding of the OSI (Open Systems Interconnection) model and related concepts
Microsoft Azure IAAS Platform: Knowledge of Microsoft Azure Platform services (IaaS) including Virtual Machines, VMSS (virtual machine scale sets), Azure Encryption, Image Builder, Compute Gallery, Azure Storage, Azure Portal – Administration and Troubleshooting.
Azure Platform development and deployment Lifecycle
Familiarity with tools: PowerShell, Netmon, Fiddler, CLI (command-line interfaces)
2-5 years of support or equivalent experience including a customer facing or customer support role
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Degree in Computer Science or equivalent experience.
歓迎条件
Any kind of Storage knowledge is a plus (SAN/NAS – NetApp)
VMware Certification is desirable
Understanding of load balancing, VPN (virtual private networks) technologies preferred.