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Support Engineer

https://www.microsoft.com/ Logo

Microsoft Corporation

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Location:
United States , Multiple Locations

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

68300.00 - 137900.00 USD / Year
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Job Description:

As a 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.

Job Responsibility:

  • Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly
  • Identifies potential defects and escalates to more senior engineers to resolve
  • Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement
  • Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement
  • Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team
  • Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics
  • Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research
  • Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues
  • Performs in-depth product troubleshooting and remediation when needed
  • Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues
  • Support Japan and Global Enterprise customers by triaging and resolving identity/authentication incidents across Microsoft 365 Cloud Identity and related Authentication and Account/Sync products, owning customer communications through closure, and meeting severity/SLA expectations to protect customer satisfaction (CSAT)
  • Deliver Microsoft 365 Cloud Identity support for Enterprise-level Premier customers

Requirements:

  • Bachelor's Degree in Computer Science, Information Technology (IT), or 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)
  • able to lead technical calls and write customer-facing case summaries in both
  • 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
  • Ability to meet Microsoft, customer and/or government security screening requirements are required for this role

Nice to have:

  • Microsoft Technology Certifications
  • Documentation: Strong technical writing skills and familiarity with Microsoft Office applications

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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