Support Escalation Engineer - Azure Networking - Japanese & English Speaker

Microsoft • Redmond, WA

3d • Hybrid

About The Position

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.
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.

Requirements

• 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
• OR 5+ years of technical support, technical consulting experience, or information technology experience
• OR equivalent experience.
• 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.
• English: Fluent in reading, writing, and speaking
• Japanese: Confident in reading, writing, and speaking
• 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
• 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
• 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.

Nice To Haves

• Knowledge in one or more of the following domains is beneficial but not required:
• Windows Azure Platform
• Operating Systems / Virtualization
• Networking

Responsibilities

• You review, investigate, and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency through training and readiness activities.
• You identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level