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 customer 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. This role is flexible in that you can work up to 50% 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. **Responsibilities** • Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices. • Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. • You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness. • Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements. • Respond to and resolve critical customer issues as part of a 24x7 on-call rotation **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 o OR 3+ years of technical support, technical consulting experience, or information technology experience. o OR equivalent experience Language Qualification Mandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking. For Azure VM & AKS (at least one of the following domains): General Skills 2+ years of technical experience in a support, DevOps, or systems administration role. Excellent problem-solving skills, with a demonstrated ability to use various data collection tools and methodologies to analyze problems, determine root cause, and develop effective solutions for customers. Core Platform: Azure, Virtualization & Server OS Microsoft Azure Platform: In-depth knowledge of Microsoft Azure architecture and its core components (Fabric, Compute, Storage). Proven experience troubleshooting Azure Virtual Machines, including deployment failures, performance degradation, connectivity issues, and OS-level problems. Familiarity with Azure Platform services that interact with VMs and AKS. Server Operating Systems (Linux/Windows): Mastery in supporting and troubleshooting Linux (Redhat/Ubuntu, etc.), including deep knowledge of the boot process, filesystems, and network device/protocol configuration. Strong experience supporting and maintaining Windows Server environments is a significant plus. Familiarity with core OS services such as SSH, FTP, NFS, DNS, DHCP, Samba, and LDAP. Understanding of OS Internals concepts and security principles. Virtualization: Solid understanding of virtualization concepts. Hands-on experience with VMware vSphere or Microsoft Hyper-V Manager is highly valuable for understanding hybrid scenarios and replicating customer environments. Containerization: Kubernetes (AKS) Kubernetes & Container Fundamentals: Deep understanding of Kubernetes (K8s) architecture, including the interaction principles of control plane components (API Server, etcd, Scheduler, Controller Manager) and worker node components (Kubelet, Kube-proxy). Proficient in Kubernetes troubleshooting methods, with the ability to use kubectl commands (e.g., describe, logs, exec) for in-depth analysis of clusters and applications. A solid understanding of container technology (Docker). Azure Kubernetes Service (AKS): Specific experience troubleshooting Azure Kubernetes Service (AKS) clusters, including node health (NotReady status), pod lifecycle issues (e.g., CrashLoopBackOff, Pending), and cluster upgrades. Scripting & Automation: Proficiency in at least one shell environment (BASH, sh, tcsh, ksh). Experience using scripting languages (PERL, Python, Ruby, PhP) and tools (Jenkins) to analyze logs or automate diagnostic tasks. For SCIM (at least one of the following domains): - Knowledge of at least one of the following domains: Active Directory and, or Azure Active Directory Administration, Intune or security & compliance related. - Operation system: Windows Server, Windows Client, Linux, Mac administration. - Information protection including sensitivity labels, label policies, auto-labelling Data classification, including sensitive information types, trainable classifiers, EDM. - Azure Defender for Cloud and Azure Sentinel Proficiency: Hands-on experience with Azure Defender for Cloud and Azure Sentinel. Ability to leverage these tools for threat detection, monitoring, and response. -Experience with various security tools and understanding compliance requirements. -Certifications: Holding relevant Security domain certifications is beneficial. Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions Excellent verbal and written communication skills, with the ability to explain technical concepts to various audiences. For PaaS: •Development experience with one or more languages or frameworks: .NET Core, ASP.NET, Java, Node, Python on three or more of the following: Linux, Windows IIS, Docker, Kubernetes, DevOps, or Git. •Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions, (E.g. Process Monitor, Process Explorer, Fiddler, Network Monitor, WireShark, etc.) and debugging experience is a plus. •Excellent verbal and written communication skills, with the ability to explain technical concepts to various audiences.    For Networking: Strong knowledge and understanding of TCP/IP protocols, the OSI model, and network troubleshooting in large environments. Experience with infrastructure and network administration, including VPN, IPsec, DHCP, DNS, HTTP(s), MPLS, BGP, Layer 3, and Layer 2. Expertise in network packet capture and analysis using tools such as Wireshark, Network Monitor, or Message Analyzer. Proficiency in supporting both Windows Servers and Linux distributions (e.g., Red Hat, Ubuntu). Experience in web server troubleshooting (e.g., IIS, PHP, Apache, Tomcat) and network performance optimization. Fundamental awareness of Private, Hybrid, and Public Cloud environments, virtualization, SDN technologies, CDN, and basic knowledge of DDoS. Knowledge of Microsoft Azure architecture and its components (Fabric, Compute, Storage) and familiarity with Windows Azure Platform services. Hands-on experience with Proxy services/servers, Firewalls, and enterprise security solution design and troubleshooting. Proficiency in isolating and troubleshooting issues with third-party applications. For Azure Data & AI (at least one of the following domains): • Hands-on experience with Databricks and Azure Data Factory (ADF) is highly preferred. Solid understanding of modern data processing frameworks and cloud-based data solutions. Familiarity with Hadoop, Spark, HBase, Kafka, or similar Big Data technologies is a plus. • Relational Database Management Systems like SQL Server, MySQL, PostgreSQL, etc. • Microsoft Business Intelligence product like Power BI, Analysis Service, etc. • Others o Expertise in Java, C#, Python is a big plus. o MongoDB, Data warehouse, ETL is a big plus. o Knowledge of Microsoft Azure architecture and its components is a big plus. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .