Support Engineer - ABRS (Azure Backup / Azure Site Recovery / Azure Migrate / SC DPM)

Microsoft (Tokyo, 日本) 2日前

The vision of the Customer Support Services (CSS) organization is about being relentless in the pursuit of truly exceptional customer experiences.  We aspire to deliver to, "Deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted."  Perfect does not mean being perfect; rather it means that we will take risks when it is the right thing to do for our customers and our business.

CSS will be unwavering in advocating for our customers, contribute deep insights to the customer lifecycle, and act as a trusted advisor improving product and service experiences across Microsoft.

We are seeking to build out the team of next generation Support Engineers in this big tech transformation.  This requires an engineer who is relentlessly customer-centric, a problem-solver, strong collaborator, and risk-taker that embraces that challenger mindset.  We’re looking for someone who embodies customer obsession and empathy.  Someone who is adept at getting to the root of the issue, regardless of where the code base resides.



対象のお客様としては、エンタープライズ向け(大手企業のシステム部門や電機メーカ、SIベンダー)を中心としたお客様に、技術サポートを行っています。 今回募集しているサポートエンジニアの最大のミッションは、プレミアサポートをご利用のお客様向けの上位サービスであるAzure Rapid Response(ARR)の対応を主として、発生したトラブルに対しお客様の相談相手となり、システム全体からビジネスニーズまでを把握した上で、高度な技術的支援を中心とした最適なソリューションを提案することです。






The Enterprise Cloud Support Engineer is responsible for support delivery, providing technical support by resolving technical issues on the Enterprise Cloud products like Azure Log Analytics, Azure automation etc. Specific measurements include achieving the CPE team goals, time to resolution or escalation, enabling a response time similar to competitors; maintaining technical skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud. To be more specific:

  • Customer Issue Resolution & Responsiveness Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft. Define and understand the customer issue by creating the adequate reproduction scenarios. Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving. Act as the second tier support to take the escalation and solve the customer issue from subsidiary.
  • Effective Communication & Collaboration Identify the right resource to collaborate with for tough & political hot problem. Collaborate with cross-group peers both proactively and reactively. Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
  • Training & Readiness Identify current knowledge deficiencies/training needs, as well as potential future needs. Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions). Make effective technical presentations, both internal and external. Provide documentation and mentoring to others within your technical specialty. Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies/training needs, as well as potential future needs. Work with your manager and Tech Advisor (where appropriate) to develop a comprehensive personal/technical development plan. Implement your development plan, actively seek development opportunities, and complete all scheduled training. Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.
  • Operational Precision Adhere to published queue or call back schedule and be available for different shifts, as necessary. Use appropriate documentation and utilization and / or labor tracking methods to account for time. Manage and prioritize your workload while keeping team members and management appropriately informed. Participate in ad-hoc projects per management request or business need.

当部門での主なサポート製品は、Microsoft Azure の機能の一部(主に監視ソリューション, データ保護ソリューション) の製品群となり、本募集では、Azure Automation / Azure Log Analytics / Azure Monitor / Application Insights, Azure Backup / Azure Site Recovery / Azure Migration 等の製品を中心にご活躍いただけるエンジニアを募集いたします。
お客様へ提供いただくサービス内容としては、対象製品の概要や各動作のご説明、Azure ポータル操作、PowerShell、トラブルシューティング、設計や構築のアドバイス提示なども含んでおります。

製品がカバーする仮想マシンはWindowsに限らずLinux OSも多く対象となるため、Linux上のトラブルシューティングについてもその知識や経験が問われる場面が多くあります。
その他に PowerShell や REST API、Azure CLI を使用して各種製品の自動化プログラムや Web アプリケーション監視設定を行うためのSDK 利用手順、サンプル プログラム (C#, Java, Node.js, JavaScript) などをご提供する場合もあります。

シフト勤務あり (土日祝日を含む週5日勤務)
シフト1 : 8:30 - 17:00 (7.5時間勤務、休憩1時間)
シフト2 : 14:00 - 22:30 (7.5時間勤務、休憩1時間)
ビジネスの状況に応じてシフトは定期的にローテーション (時間、曜日) を行います。


※ 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ではありません。
※ 他分野、他製品であってもしっかりとした技術知識、学習意欲があれば活躍が可能です。
・語学力:ネイティブな日本語能力。読み書き会話。 英語:英文技術文書の読解力、Email / Chat による社内コミュニケーション用のライティング能力。日常会話ができれば尚可。
※ 英語については入社時点では必ずしも必須ではありませんが、英語が出来る場合には将来的に活躍の場が広がります。 積極的に学ぶ意欲を持った方を募集します。

<Preferred skills 応募資格(尚可)>
・クラウドや Azure に関連する公的資格、ベンダー資格全般。
・Windows 製品群関連の資格 (MCP, MCSA, MCSE, MCITP)
・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)
・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・スキル


・TCP/IPプロトコル(V4/V6)、SMB、H.323、HTML、HTTP など各種プロトコルに関する知識やパケットの解析能力
・SQL Server、あるいは同等のサードパーティ製データベースのシステム運用、展開、構築、設計の経験
・Web アプリケーション開発経験 (C#, Java, Node.JS, JavaScript, Python)
・Web サーバー環境の構築 / 運用保守の経験もしくはアプリケーション動作の検証環境としての利用経験

<Preferred SOFT SKILLS>

  • Leadership - handle technically challenging and politically hot customer situations.
  • Strong communications skills – Excellent spoken and written English communication skills.
  • Effective, polished interaction with customer to gather information.
  • Demonstrable troubleshooting skills Cross-team collaboration Logical and Critical thinking.
  • Passion for technology and customer support.
  • Understanding of cloud vs. on premise computing.

<Preferred TECHNICAL SKILLS - Knowledge of one or two of the following domains>

  • Operating System/Virtualization, Networking, Microsoft Azure Platform, Microsoft System Center Suite products.
  • Familiarity with OS Internals concepts (Windows, Linux, etc.), Storage, Active Directory and Security
  • Understanding of Virtualization concepts and virtual system administration, in-depth knowledge of VMware/Hyper-V as a plus.
  • Experience with Azure VM configuration and administration.
  • Familiarity with networking tools/protocols. (tcpip, http, ping, tracert, tracemon, wire shark, etc.)
  • Knowledge of Microsoft Azure Platform services. (as a plus)
  • Microsoft Azure architecture and its components. (Fabric, Compute, Storage, etc.)
  • Azure Platform development and deployment concepts

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Support Engineer - ABRS (Azure Backup / Azure Site Recovery / Azure Migrate / SC DPM)

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