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.
Commuting to the Osaka or Tokyo office is expected when necessary.
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 cult。ure of inclusion where everyone can thrive at work and beyond.
Responsibilities
Response and Resolution
- Review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices
Readiness
- Participate in communities with peer delivery roles.
- Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness
Product/Process Improvement
- Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements
Qualifications
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 the IT industry
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)
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
Language Qualifications
- Japanese Language: fluent in reading, writing and speaking
- English Language: confident in reading and writing; moderate spoken English skills
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Skills Required
- At least 3 years of customer support or equivalent customer-facing support experience, or at least 5 years of IT industry experience
- Understanding of cloud versus on-premises computing and cloud-computing fundamentals
- General IT knowledge
- Familiarity with Microsoft Excel
- Fluent Japanese reading, writing, and speaking skills
- Confident English reading and writing skills with moderate spoken English
- Strong communication, troubleshooting, logical-thinking, critical-thinking, and cross-team collaboration skills
- Understanding of commerce platforms, online services, order-to-cash operations, billing, invoicing, and credit card transaction processes
- Understanding of Azure, AWS, or other cloud services, including relevant certifications
Microsoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Microsoft and has not been reviewed or approved by Microsoft.
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Fair & Transparent Compensation — Pay is presented as broadly competitive overall, with clear role/level/location variation and an emphasis on using posted ranges and band information for apples-to-apples comparisons.
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Retirement Support — Retirement benefits are described as a standout, highlighted by a strong 401(k) match structure and immediate vesting, plus additional plan features for tax-advantaged saving.
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Parental & Family Support — Family-oriented benefits are portrayed as a meaningful strength, with substantial paid parental leave and added supports like back-up care and adoption/surrogacy assistance.
Microsoft Insights
What We Do
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. Our mission is grounded in both the world in which we live and the future we strive to create. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world.
