Microsoft Technical Support Engineering 

Taiwan, Taoyuan City 

69755095

Required Qualifications:

• 5+ years technical support, technical consulting experience, or information technology experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience
• Language Qualification English Language: fluent in reading, writing and speaking.

Preferred Qualifications:

• Minimum 3–5 years of experience supporting Microsoft Exchange, Office 365, or Azure Identity in an enterprise environment.
• Understanding of identity and access management (IAM), including client authentication, SSO, and federation.
• Proficiency with Microsoft 365 Security & Compliance features is a 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.

Response and Resolution:

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

• Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors

Product/Process Improvement:

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.

• Translates feedback and creates processes and workflows for case resolution.

• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

• Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

As part of our support team, engineers may be scheduled to work one weekend day (Saturday or Sunday) on a rotating basis. Additionally, the role may involve a mixed shift schedule, with start times ranging from 10:00 AM to 12:00 PM (e.g., 10 AM–7 PM, 11 AM–8 PM, or 12 PM–9 PM), depending on team needs and coverage requirements.

Other:

• Embody our and