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.

　　Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

　　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 complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

　　This role is flexible in that you can work up to 50% from home.

　　Responsibilities

　　Response and Resolution

　　• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

　　Readiness

　　• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.

　　• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

　　Product/Process Improvement

　　• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

　　Qualifications

　　Language Qualification:

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

　　Required Soft Skills:

　　Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and development on complex technical issues

　　Strong communications skills

　　Effective, polished interaction with customer to gather information

　　Demonstrable troubleshooting skills

　　Cross-team collaboration

　　Logical and Critical thinking

　　Passion for technology and customer support

　　Understanding of cloud vs. on premise computing.

　　Required Technical Skills:

　　Primary responsibilities and knowledge requirements include a thorough understanding of one or more of the following products/technologies:

　　• Big Data (Hadoop/Spark/Databricks/HBase/Kafka) and AI technology like Machine Learning, IoT, etc.

　　• Heterogeneous Database Management Systems like SQL Server, MySQL, PostgreSQL, etc.

　　Others:

　　• Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role.

　　• Big data development and cluster management experience for Hadoop and Spark are strongly preferred.

　　• SQL Server/MySQL HA, performance tuning, database administration are strongly preferred.

　　• MongoDB, Databricks, PowerBI , Data warehouse is a big plus.

　　• Expertise in Java, C#, Python is also a big 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. 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) .