Support Engineer - Monitoring (Azure Automation / Azure Log Analytics / Azure Monitor / Application Insights)

Microsoft (Tokyo, 日本) 13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。





[...] 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。

Benefits and Perks

  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away

Support Engineer - Monitoring (Azure Automation / Azure Log Analytics / Azure Monitor / Application Insights)

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