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 Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
This role is flexible in that you can work up to 50% from home.
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
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
• Drive technical collaboration and engagement with Engineering teams, Services, and other Support teams.
• Responsible for the customer support experience with Microsoft.
• Create and maintain incident management requests to engineering teams.
• Respond to and resolve critical customer issues as part of a 24x7 on-call rotation.
Qualifications
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
Language Qualification
Mandarin Language: fluent in reading, writing and speaking.
English Language: confident in reading, writing and speaking.
Preferred Qualifications:
For Azure VM & AKS (at least one of the following domains):
General Skills
1. 2+ years of technical experience in a support, DevOps, or systems administration role.
2. Excellent problem-solving skills, with a demonstrated ability to use various data collection tools and methodologies to analyze problems, determine root cause, and develop effective solutions for customers.
Core Platform: Azure, Virtualization & Server OS
Microsoft Azure Platform:
1.In-depth knowledge of Microsoft Azure architecture and its core components (Fabric, Compute, Storage).
2.Proven experience troubleshooting Azure Virtual Machines, including deployment failures, performance degradation, connectivity issues, and OS-level problems.
3.Familiarity with Azure Platform services that interact with VMs and AKS.
Server Operating Systems (Linux/Windows):
1.Mastery in supporting and troubleshooting Linux (Redhat/Ubuntu, etc.), including deep knowledge of the boot process, filesystems, and network device/protocol configuration.
2.Strong experience supporting and maintaining Windows Server environments is a significant plus.
3.Familiarity with core OS services such as SSH, FTP, NFS, DNS, DHCP, Samba, and LDAP.
4.Understanding of OS Internals concepts and security principles.
Virtualization:
1.Solid understanding of virtualization concepts.
2.Hands-on experience with VMware vSphere or Microsoft Hyper-V Manager is highly valuable for understanding hybrid scenarios and replicating customer environments.
Containerization: Kubernetes (AKS)
Kubernetes & Container Fundamentals:
1.Deep understanding of Kubernetes (K8s) architecture, including the interaction principles of control plane components (API Server, etcd, Scheduler, Controller Manager) and worker node components (Kubelet, Kube-proxy).
2..Proficient in Kubernetes troubleshooting methods, with the ability to use kubectl commands (e.g., describe, logs, exec) for in-depth analysis of clusters and applications.
3. A solid understanding of container technology (Docker).
Azure Kubernetes Service (AKS):
1. Specific experience troubleshooting Azure Kubernetes Service (AKS) clusters, including node health (NotReady status), pod lifecycle issues (e.g., CrashLoopBackOff, Pending), and cluster upgrades.
Scripting & Automation:
1.Proficiency in at least one shell environment (BASH, sh, tcsh, ksh).
2.Experience using scripting languages (PERL, Python, Ruby, PhP) and tools (Jenkins) to analyze logs or automate diagnostic tasks.
For PaaS:
•Development experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python on three or more of the following: Linux, Windows IIS, Docker, Kubernetes, DevOps, or Git.
•Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions, (E.g. Process Monitor, Process Explorer, Fiddler, Network Monitor, WireShark, etc.) and debugging experience is a plus.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
