Technical Support Engineer - Power Platform

1 Month ago • 3 Years + • Operations

Job Summary

Job Description

This Technical Support Engineer role within Microsoft's Customer Experience & Success (CE&S) organization focuses on supporting frontline engineers and delivery partners. Responsibilities include assessing technical capabilities, developing training plans, performing case reviews for process compliance, mentoring engineers on collaboration, contributing to customer self-help initiatives, and analyzing trends for process improvement. The ideal candidate will have 3+ years of experience in system development, software support, or IT, with at least 1 year in product or technical support. Experience with Microsoft Power Platform or other Microsoft stack technologies (SQL Server, IIS, ADFS, etc.) is beneficial. Fluency in Japanese and moderate English skills are required.
Must have:
  • 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • 1+ year(s) prior product, customer support AND/OR technical support experience
  • Fluency in Japanese (reading, writing, speaking)
  • Team readiness & development
  • Case management & delivery excellence
  • Process improvement
Good to have:
  • Microsoft Power Platform experience
  • Knowledge of other Microsoft stack technologies (SQL Server, IIS, ADFS, Exchange, Visual Studio)

Job Details

Overview

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

 

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.


We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.


This role is flexible in that you can work up to 100% from home.

 

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.

Qualifications

Required:
3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor''s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.


• 1+ year(s) prior product, customer support AND/OR technical support experience.

 

Experience in one or more of these areas desirable
• Microsoft Power Platform Experience or a Developer focused background would be beneficial but not essential.
• In depth knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio).
• Ability to take Technical Leadership in one specific product or area of business processes.

 

Language Qualification
Japanese Language: fluent in reading, writing and speaking.

English Language: confident in reading and writing; moderate spoken English skills

 

 

Responsibilities

• Team Readiness & Development – you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps. 
 
• Case Management (Delivery Excellence) – you will perform case reviews to ensure process compliance. 
 
• Managing Collaborative Activities – mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
 
• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives. 
 
• Process Improvement – you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.

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