Clinical Experience Lead jobs at Microsoft in Taiwan, Taoyuan City

Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering

OR equivalent experience.

6+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.

4+ years of Experience with being on-call and driving mitigation for mission critical incidents.

Technical Skills: Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies:

• Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
• Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
• Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub.
• Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.

Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.

The 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.

Technically Oriented

Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.

Relationship/Experience Management

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• Experience in project management driving business outcomes with technical teams.

Other Requirements

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:

• : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• Experience building business insight solutions with Microsoft Power Platform including PowerBI, PowerAutomate/Flow, PowerApps along with leveraging Microsoft Copilot and Copilot Studio to drive administrative efficiencies for team members so they can focus high value tasks.
• Experience in people manager or leading team leadership positions in previous roles.
• Knowledge of Windows 365 (or Azure Virtual Desktop or other Windows Virtual Desktop Infrastructure solutions).

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:Microsoft will accept applications for the role until October 19, 2025.

• Own and manage the engineering relationship with the Customer Success Unit and FastTrack to ensure that they have the information and processes from engineering required to drive customer adoption to scale our efforts beyond engineering.
• Define and manage how engineering supports field readiness globally alongside our marketing and corporate partners to ensure our ecosystem continues to grow.
• Support the rest of Customer Acceleration Team in building the AI-enabled tools and data systems to manage our team's customer engagements.
• Partner with the engineering customer insights owner to provide the right capabilities and tools for our advocates to inform and influence product direction.
• Participate with the leadership team in setting Customer Acceleration Team strategy and annual plans.

You will be in the core of intersection between technology, business and innovation, partnering closely across product, engineering, sales and marketing to enable value of on-device AI with commercial customers across industries, segments and markets.

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 4+ years experience in technical product management; including, driving multiple simultaneous projects with high attention to detail, including cross-group  collaboration and demonstrating effective communication.
• 4+ years experience engaging with customers and stakeholders, building tech sales pipelines from the ground up, and utilizing keen knowledge of enterprise software operations to guide customers effectively, serving as both a trusted advisor and a technical evangelist.

Preferred Qualifications:

• 6+ years of experience with Windows operating system and application development.
• 6+ years of Program management experience driving multiple simultaneous projects with high attention to detail, including cross-group collaboration and demonstrating effective communication.
• Experience collaborating with external engineering partners to design, build, or integrate technical solutions. This includes working across organizational boundaries to align architecture, drive joint development efforts, troubleshoot complex issues, and ensure successful delivery of shared goals.

• Define the Vision: Drive the strategy for enabling AI-powered development on Windows, aligning with Microsoft’s broader AI platform investments.

• Partner with Industry Leaders: Collaborate and drive adoption of new technologies with top ISVs (app developers), SIs (system integrators), enterprise customers, and internal engineering teams to deliver solutions that meet real-world business needs.
• Champion Enterprise Readiness: Drive validation of Windows AI platform with commercial customers to influence product roadmap, ensure AI platforms on Windows meet the highest standards for security, compliance, and performance in commercial environments.
• Empower Developers: Build programs, tools, and guidance that make it seamless for developers to integrate AI into their Windows applications.
• Shape the Ecosystem: Influence product roadmaps, SDKs, and developer experiences to accelerate AI adoption across industries.

You will be in the core of intersection between technology, business and innovation, partnering closely across product, engineering, sales and marketing to enable value of on-device AI with commercial customers across industries, segments and markets.

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 4+ years experience in technical product management; including, driving multiple simultaneous projects with high attention to detail, including cross-group  collaboration and demonstrating effective communication.
• 4+ years experience engaging with customers and stakeholders, building tech sales pipelines from the ground up, and utilizing keen knowledge of enterprise software operations to guide customers effectively, serving as both a trusted advisor and a technical evangelist.

Preferred Qualifications:

• 6+ years of experience with Windows operating system and application development.
• 6+ years of Program management experience driving multiple simultaneous projects with high attention to detail, including cross-group collaboration and demonstrating effective communication.
• Experience collaborating with external engineering partners to design, build, or integrate technical solutions. This includes working across organizational boundaries to align architecture, drive joint development efforts, troubleshoot complex issues, and ensure successful delivery of shared goals.

• Define the Vision: Drive the strategy for enabling AI-powered development on Windows, aligning with Microsoft’s broader AI platform investments.

• Partner with Industry Leaders: Collaborate and drive adoption of new technologies with top ISVs (app developers), SIs (system integrators), enterprise customers, and internal engineering teams to deliver solutions that meet real-world business needs.
• Champion Enterprise Readiness: Drive validation of Windows AI platform with commercial customers to influence product roadmap, ensure AI platforms on Windows meet the highest standards for security, compliance, and performance in commercial environments.
• Empower Developers: Build programs, tools, and guidance that make it seamless for developers to integrate AI into their Windows applications.
• Shape the Ecosystem: Influence product roadmaps, SDKs, and developer experiences to accelerate AI adoption across industries.

カスタマー・サービス＆サポート（CSS）における Windows OS の製品サポート エンジニアとして、お客様の抱えられている各種 IT に関する課題解決に貢献しませんか？

マイクロソフトのサポートエンジニアは、有償サポート契約を締結されたお客様を中心に、高い技術力とコミュニケーション スキルを軸に Windows OS の製品サポートを提供することを主な業務としております。単純に技術支援にとどまらず、お客様の抱えている IT に関する課題解決を通じて、お客様ビジネスの成功に貢献ができる仕事となります。

• サポートの営業時間は 9:00 - 17:30 と設定されていますが、ある程度のフレキシブルなワークスタイルが認められております。ご自身やご家族の突発的な体調不良等の際も、柔軟にチームでフォローする体制があるので安心です。また、未就学児育児中や育休から復帰したお母さんエンジニアも複数名在籍しており、ライフステージに合わせて仕事と家庭の両立を実現されております。
• サポーティブな文化：1 対 1 のメンター制度があり、新しく入ってきたメンバーのフォロー体制が整っています。また、私達の主な業務はお客様を助けること (問題解決) ですが、この助けるという行為はチームメンバーや他部門の社員に対しても同様です。業務の性質上、サポーティブな社員が多く、メンバーや社員が困っていれば声掛けや手を差し伸べる文化があり、入社後のケアや学習コンテンツも充実しているので、安心してオンボーディングできる環境が整っております。
• Diversity & Inclusion (D&I)：海運や航空業界、セールスや旅館の女将等の様々なバックグラウンドやルーツを持つメンバーが大勢活躍しています。多様な価値観を尊重し協業できるよう D&I について理解を深めるためのディスカッションや勉強会を定期的に開催し、他者の立場や考え方含め、相互理解を高める機会を大切にしております。
• リモートワーク：現在 CSS のオフィスは品川を拠点としており、オフィス勤務ももちろん可能ですが、リモート+オフィス勤務のハイブリットスタイルも含めた柔軟な勤務スタイルが選択可能です。国内各地域からリモートで勤務されているメンバーも多数活躍しています。

サポートエンジニアロールから様々なキャリアにチャレンジすることが可能です。より技術を深めることで、上位エンジニア（サポート エスカレーション エンジニア、エスカレーション エンジニア）を目指すこともできれば、人材マネージメントの観点で、チームリード（テクニカル アドバイザー）やマネージャーとキャリアを進めていくことも可能です。またサポートエンジニアとして培った技術力やお客様とのコミュニケーションスキルを活かして、ビジネス職でもあるアカウント マネージメントのキャリア含め幅広く活躍しているメンバーも多数在籍しております。

■Windows チームの Support Blog よりチーム紹介の紹介コンテンツがございますので併せてご確認くださいませ。

About the Work Environment:

• Flexible Work Style: The support hours are set from 9:00 AM to 5:30 PM, but a certain level of flexible work style is permitted. There is a system in place where team members can flexibly cover for each other in cases of sudden illness or other unexpected situations involving you or your family. Additionally, several engineers who are mothers with preschool-aged children or who have returned from maternity leave are successfully balancing work and family according to their life stages.

• Supportive Culture: We have a one-on-one mentoring system in place to support new members. While our primary role is to assist customers (solve problems), this act of helping extends to team members and employees in other departments as well. Due to the nature of our work, all employees are supportive, and there is a culture of reaching out and lending a hand when a member or employee is in need. With thorough onboarding care and abundant learning content, a comfortable onboarding environment is provided.

• Diversity & Inclusion (D&I): Our team includes members from diverse backgrounds and roots, including the maritime and aviation industries, sales, and even traditional innkeepers. We regularly hold discussions and study sessions to deepen our understanding of D&I, respecting diverse values and working together. We value opportunities to enhance mutual understanding, including the perspectives and thoughts of others.

• Remote Work: CSS office is currently based in Shinagawa. While office work is certainly possible, you can also choose a flexible work style that includes hybrid of remote and office work. We also have many members working remotely from various regions across the country.

• サポート エンジニア、システム エンジニア、またはソフトウェア開発経験などの実務経験
• アプリケーションを構成するインフラストラクチャ (ハードウェア、OS、ネットワークなど) に関する基本的な理解があること
• システム導入 (設計/構築/移行)、運用、トラブルシューティングの経験

※ Windowsやマイクロソフトの製品知識は、必ずしも入社前から必要なわけではありません。Windows 未経験で入社したエンジニアも多数活躍しております。

※ 他分野、他製品であってもしっかりとした技術知識が汎用的に利用できますし、これらがなくてもあらゆる側面で強い学習意欲と成長思考があれば活躍が可能です。

<語学力>

• 日本語：ビジネスレベルの日本語能力。読み書き会話。

【Preferred skills: 下記いずれかの資格があれば尚可】

• Windows 製品群関連の資格 (MCSE, MCSA, MCSD, MTA など)
• Linux や UNIX 関連の資格 (LPI : LPIC, Sun : SCSA)
• ネットワーク関連資格 (Cisco : CCNA, CCNP, ネットワークスペシャリスト試験)
• その他資格等 (VMWare : VCP, ITIL, CompTIA)
• 各種情報処理技術者試験 (国家資格)

＜資格の他にも、下記いずれかの実務経験があれば尚可＞

• サーバー OS によるシステム運用、展開、構築、設計の経験
• C/C++/C#, アセンブラ(Intel Architecture) などのプログラミング経験・デバッグスキル
• Windows に限らず、システムの構築とそのトラブルシュート経験

Required

• 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor''s Degree in Computer Science, Information Technology (IT), or related field
• 1+ year(s) technical support, technical consulting experience, or information technology experience

Windows System Administration, Configuration, including a good basic understanding of:

• Registry
• File Storage
• User Accounts and Access Control
• Event Logs and Auditing
• Performance, Resource Monitor
• Networking (TCP, IP)
• Azure Virtual Desktop
• Windows 365

Experience in one or more of these areas desirable:

• Automated installation of Windows
• User Profile management
• Windows Update management
• Kerberos and delegation
• Bitlocker administration
• Windows Shell configuration and management
• Windows Activation, Licensing
• Remote Desktop Services configuration and management
• Clustering
• Printing configuration and management
• Resilient Storage technology (clustering, storage spaces)
• Server management tools
• Hyper-V management and VM deployment
• Application installation and management
• Windows backup and VSS
• PowerShell scripting
• Active Directory topology and management
• Network Tracing and analysis
• Public Key Infrastructure (PKI) deployment, management
• Remote File Systems (SMB)
• Group Policy management
• DNS deployment, management
• Troubleshooting hangs and crashes in Windows
• Network Virtualisation (Hyper-V, SDN)
• Troubleshooting performance issues using PerfMon and other tools

Language Qualification

• Japanese Language: fluent in reading, writing and speaking
• English Language: confident in reading and writing; moderate spoken English skills

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.

担当エリアは、Windows プラットフォーム全般 (Windows Server/Client) です。

主に製品や技術分野で役割分担されており、一例として以下があります。

• Windows のパフォーマンス調査やシステム エラー、アプリケーション エラーの解析
• Windows の機能 (UI 全般)

• Azure Virtual Desktop

• Windows 365

その他、高度なトラブルシューティング (パフォーマンス解析、Dump 解析など) や Windows デバイスに関する調査など、多種多様な機能をサポートしています。

お客様からのお問い合わせを受け、メールや電話などを利用してコミュニケーションを行い、問題点の正確な把握をし、技術的な調査を実施します。それらを通じて、お客様の抱えている問題に対して最適な解決策をご案内します。 問題解決のためには、国内のエスカレーション担当エンジニアや、米国本社の開発部隊と連携します。 これらの経験を通じて、Windows 製品群に対する深い知識と実践的な技術力、対人におけるコミュニケーション能力や適確な問題分析能力を身につけることが可能です。また、スキル向上のため、様々な国内外でのトレーニングを用意しております。

Response and Resolution

Readiness

• You participate in communities with peer delivery roles.
• You develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.

Product/Process Improvement

seeking an SAP engineer/architect to design andresilient SAP landscapesSAP HANA System ReplicationASCS/ERS clustering with Pacemaker, and high-availability strategiesAzure NetApp FilesAzure Shared Disks. Familiarity withAzure Site RecoveryAzure Monitor for SAP solutions, and infrastructure-as-code tools (Terraform/Bicep) is essential.also drivecapacity management, ensure compliance withSAP certification requirements, and provide expertfor complex high-availability and disaster recovery scenarios to meet enterprise-grade resiliency standards.

dependencies, and work directly with. You will deliver critical, customer-facing features and work across manyservicing teams, ensuring they meet our customers’ needs. In this role, you will partner with Program Management, Business, Field, Marketing, and Support teams. You will be surrounded by data scientists,

Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
  
• 2+ year(s) of customer facing experience.

Other Requirements:

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.

Preferred Qualifications:

• Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 3+ years of customer facing experience.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:Microsoft will accept applications for the role until October 20, 2025.

• .This involvesidentifying,utilizing, and recommending existing engineering tools, customer telemetry, and direct customer input services/systems. It also includes synthesizing feedback from increasingly challenging and strategic customers to learn how they use the product andidentifyand resolve feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the currentplatforms.

• .thisinvolves working closely withinthe CRE team tosupport

• dentifyand implement top customer resiliency improvements to minimize outage impacts.This includes creating conducting health checks, architectural reviews,and driving improvement recommendationsto ensure the customer environment isoptimizedand configured for deploymen

• .This responsibility involves partnering with other teams (e.g., program managers, software engineers, product, customer service support teams) to prioritize and drive resolutions of complex, high-impact customerissues

• . This involves acting asa voiceofcustomers to inform relevantproduct

• 8+ years of experience in sales, marketing, business development and/or enterprise level information technology consulting.
• Strong growth mindset. Seeks to solve difficult customer challenges.
• Proven ability to lead, build trust and be highly credible across all levels of organizations.
• Knowledge within Public Sector Industry and ability to make confident recommendations at C-level, business decision makers.
• A bachelor’s degree with exposure to Information Technology (or equivalent) is strongly preferred.

Profile Capabilities & Behaviors Required:

• Sales Achiever – Record of achieving results by understanding digital transformation drivers and customer priorities. Identify new opportunities and help customers accelerate their move to the digital age for their own benefit as well as their customers.
• Digital Transformation Driver - Anticipate market changes to drive industry-relevant solutions to customers, influencing BDMs and ITDMs, building trust with stakeholders and translating Microsoft solutions into business impact and outcomes that accelerate the customer’s digital transformation.
• Solution Seller- Identify customer business challenges within the line of business and articulate how Microsoft solution offers including industrial metaverse. AI, intelligent cloud can accelerate customer outcomes and drive increased productivity, optimize workflows and increase revenue.
• Sales Challenger - Continuously build industry and technical knowledge. Bring innovative industry solutions, benchmarks and references to C-level executives that drive greater efficiencies, optimization and increase customer satisfaction
• Deal Orchestrator - Orchestrate virtual selling team and all Microsoft resources maximizing revenue opportunity. Lead and drive entire sales cycle and leveraging repeatable offerings to accelerate and win deals. Proven track record of leading large strategic negotiations.
• Executive presence – Capable of developing and maintaining relationships at C-Level and above through relevance, industry knowledge and exceptional communication skills.

Ability to develop effective workback plans continually vetting to ensure stated objectives and outcomes.

Support the field through executive submissions and successful navigation of the process.

Consistent, repeatable achievement of revenue and consumption targets through disciplined pipeline, forecast management.