Overview

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 customers 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.

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.

This job shift may change to a Sunday to Thursday Shift [7:00-16:00 UTC+8] or Saturday to Tuesday Shift [7:00-16:00 UTC+8], including public holiday shift on duty - Shift may change in the future based on business needs.

Responsibilities

The Microsoft CSS Azure AI team plays a pivotal role in delivering world-class support. As a key technical expert, you will help enterprise customers overcome complex challenges, optimize AI workloads, and accelerate their AI adoption. This role requires deep technical expertise, problem-solving skills, and a passion for customer success. You will collaborate with engineering teams, influence product improvements, and ensure customers maximize the value of Azure AI solutions.

Responsibilities:

Response and Resolution: You own, investigate, and solve highly complex customer technical issues and serve as a technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tasks (e.g., debugging).
Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.
Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
Business Integration: You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

Qualifications

Required Qualifications:

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

OR 3+ years of technical support, technical consulting experience, or information technology experience
OR equivalent experience.

Language Qualification

Mandarin Language: fluent in reading, writing and speaking.

English Language: confident in reading, writing and speaking.

Preferred Qualifications:

Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
Thorough troubleshooting, debugging, and problem-solving skills
Strong experience in Azure Machine Learning, Azure Open AI or Azure AI Services
Experience in developing in Python/C++/Java.
Azure Cloud experience
Networking experience would be a plus.
Excellent communication skills with both written and spoken English and Mandarin
Ability to work well in a highly collaborative team
Ability to work well in ambiguous situations

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.

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.

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