With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

　　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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

　　Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

　　We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

　　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

　　• Team Readiness & Development – you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.

　　• Case Management (Delivery Excellence) – you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.

　　• Managing Collaborative Activities – mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).

　　• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.

　　• Process Improvement – collaborate with stakeholder teams providing product and process feedback.

　　Qualifications

　　Language Qualification:

　　Chinese: fluent in reading, writing, and speaking.

　　English Language: fluent in reading, writing, and speaking.

　　Japanese Language preferred: fluent in reading, writing and speaking. N1 Certificate preferred.

　　Any other such as German, Spanish, French, other European language is a plus.

　　Soft Skills:

　　Technical Leadership - handle technically challenging and politically sensitive customer situations

　　Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.

　　Ability to discover, recognize and assess alternate solutions to a problem

　　Ability to have effective communication with various stakeholders within and outside of Microsoft

　　Technical Skills:

　　• Experience in a customer facing or customer support role with troubleshooting and problem-solving experience in a team environment.

　　• Experience in system development, network operations, software support or IT consulting.

　　• Experience with Microsoft products such as Windows Server and Microsoft client products.

　　• Experience with Microsoft products such as Microsoft Windows operating systems both current and legacy.

　　• Experience with Microsoft System Center products.

　　• Experience with Microsoft System Center Data Protection Manager.

　　• Experience with Microsoft Azure Backup Server.

　　• Experience with Linux distributions.

　　• Experience in understanding Microsoft Azure platform, specifically use of:

　　o Microsoft Azure Backup agent.

　　o Azure Blob Backup.

　　o Azure Disk Backup.

　　o Recovery Services Vault and Backup Vault.

　　o Backup Center.

　　o Azure File Share Backup.

　　o SQL Server Backup in Azure VMs.

　　o Azure Kubernetes Service using Azure Backup.

　　o Azure Database for PostgreSQL Backup.

　　o Azure Backup Center.

　　o IaaS VM Backup.

　　o Microsoft Azure Site Recovery.

　　o Microsoft Azure Migrate.

　　o Microsoft Resource Mover.

　　o Backup alerts and reports.

　　o Knowledge of virtual systems such as Hyper-V and VMWare environments.

　　o Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP and Private endpoints on Azure.

　　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. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .