Microsoft Technical Support Engineering 

Taiwan, Taoyuan City 

284498920

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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.

We are seeking a highly skilled and experienced Senior Technical Support Engineering to join our CSS team. This role will primarily support Azure Operator Nexus, a next-generation carrier-grade Hybrid Cloud platform designed to host operators’ network-intensive workloads and mission-critical applications. In addition, the role will expand to include support for other hybrid edge platform systems as they are introduced, offering opportunities to work on the latest innovations in edge and hybrid cloud technologies.

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.

Required Qualifications:

• • 7+ years technical support, technical consulting experience, or information technologyexperience
  • ORBachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.
• Understanding of Azure Kubernetes Service (AKS) including workload identity support, integration with Azure services, and managing AKS clusters
• Understanding of hybrid cloud platforms, containerized network functions (CNFs), and virtual network functions (VNFs).
• Experience with Linux system administration, troubleshooting, and performance tuning. Familiarity with Linux-based tools and utilities for systemmonitoringand management

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.

Additional or Preferred Qualifications:

• Understanding of hybrid cloud platforms, containerized network functions (CNFs), and virtual network functions (VNFs).
• Understanding of Azure Kubernetes Service (AKS) including workload identity support, integration with Azure services, and managing AKS clusters
• Experience in Azure services including Azure Resource Manager (ARM), Azure Arc, Azure Monitor, and Azure Key Vault.
• Experience with Linux system administration, troubleshooting, and performance tuning. Familiarity with Linux-based tools, utilities for system monitoring and management and strong problem-solving skills and with the ability to work under pressure in a fast-paced environment.
• Familiarity with Azure Operator Nexus and its operational usage.
• Experience with API and portal-based management and control plane support for hybrid cloud platforms.
• Knowledge of Grafana for monitoring and visualizing system metrics. Ability to create and manage dashboards for real-time data analysis and troubleshooting
• Experience in using Kusto Query Language (KQL) for querying and analyzing logs. Ability to detect anomalies, explore data patterns, and troubleshoot common problems using Kusto

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 - $219,200 per year.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 May 15th,2025.

Response and Resolution:

• Provide advanced technical support and troubleshooting for Azure Operator Nexus, including network fabric, bare metal hosts, storage appliances, infrastructure, and tenant Kubernetes clusters.
• Reviewshighly complexissues and contacts customers to understandissue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.
• Resolveshighly complexcases andbyworking on theend-to-end on case resolution. Serves as an escalation point for other engineers toassistin resolving cases. May have to work with product group or engineering team.
• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficienciesimpactingcustomers.
• Analyzes patterns of problems andidentifiesworkflows tooptimizesupport engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customerissues.Utilize Azure API-driven management and control plane support to troubleshoot and restore system operations.
• Engage in direct intervention via CLI operations when necessary to resolve rare issues and events.
• Document and share best practices, troubleshooting guides, and operational procedures to enhance team knowledge and efficiency.

• in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks,writestechnical articles) for new and existing technology.
• Utilize Azure API-driven management and control plane support to troubleshoot and restore system operations.
• Engage in direct intervention via CLI operations when necessary to resolve rare issues and events.
• Document and share best practices, troubleshooting guides, and operational procedures to enhance team knowledge and efficiency.
• Participate in readiness trainings and stay updated with the latest developments in Azure Operator Nexus and related technologies.
• Provide feedback to the engineering team to improve product features and supportability.
• Mentor and guide other engineers, fostering a collaborative and learning-oriented environment.

Product/Process Improvement:

• Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
• Contributes to product improvements by filing bugs and design changerequests, andrecommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.
• Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation andeliminatesystematic diagnostic issues. Builds automation tools.
• Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
• Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.

Business Integration:

• Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.

• dy our