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Microsoft Corporation Support Engineer (Azure ASMS) in Tokyo, Japan

Azure

Azure Support is strategic to Microsoft enabling customers, ISVs, and Microsoft IT to develop, test, and deploy solutions in the cloud to take advantage of economies of scale, reliability, globally distributed data centers, and generally reduce the effort of managing dedicated IT infrastructure. Azure is a growing leader in the cloud market with Azure Support enabling customer success and providing a key differentiator when customers make buying decisions.

  • The definition and implementation of the support services required to win in the cloud market place.

  • Resolving customer issues including service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture.

  • Lead the integration of CSS talent to manage outsourcing partners and drive their performance including CPE and productivity.

  • Provide critical product feedback to multiple engineering group, operations and BGs

The opportunity for you is to be part of the evolution of Azure and cloud support services, to be constantly challenged as the Platform expands to provide broader capabilities to customers, support customers using a service rather than on-premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of CSS and the Product Group (Operations, STB BGs and PGs, commerce platform engineering team, etc.)

Responsibilities

Responsibilities

The Support Engineer for Azure Subscription Management Support is primarily responsible for providing technical expertise to support Azure billing and subscription.

  • Solve complex incidents and critical issues in billing and subscription perspectives with collaborating with and escalating to other technical teams.

  • Provide the most effective customer support with demonstrable troubleshooting skills via email and phone in potentially stressful conditions at all levels of management among customers, Partners and Microsoft.

  • Be a technical resource for the team, with coaching and mentoring outsource engineers in troubleshooting and effective customer interaction.

  • Establish a reputation within the Azure community through contributions to blogs.

  • Maintain skills through completion of ongoing readiness and Platform training as required.

  • Working hours: 9:00 – 17:30 on Mon. – Fri. and 24x7 On-Call shift to work critical cases as needed. Please note that shifts might change according to business needs.

Qualifications

Required Qualifications:

SOFT SKILLS

Strong communications skills

Effective, polished interaction with customer to gather information quickly; perform effective troubleshooting, communicate next steps and status, and drive to resolution

Demonstrable troubleshooting skills

Cross-team collaboration

Logical and critical thinking

Passion for technology and customer support

TECHNICAL SKILLS:

Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.

General IT Knowledge, Familiar with Microsoft Excel.

Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions) is a plus.

Understanding of the Azure, AWS, or other cloud services is a plus, (such as any certificate of Azure and AWS)

Skills/Experience

Above 3 years of support or equivalent experience including a customer facing or customer support roles. Or at least 5 years work experience in IT industry.

Fluent spoken Japanese; English to a moderate level

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EDUCATION/CERTIFICATION

B.S. degree in Computer Science, MIS, business or equivalent

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 at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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