New job, posted less than a week ago!
Job Details
Posted date: Nov 28, 2025
Category: Technical Support Advisory
Location: Tokyo, Tokyo-to
Estimated salary: $45,000
Range: $45,000 - $45,000
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: Individual Contributor
Description
OverviewWith 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.
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.
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
Case Management (Delivery Excellence)
Conducts in-depth case reviews and wellness checks to ensure case progression and resolutionActs as an escalation point and unblocks service delivery challengesProvides process and technical feedback to improve case handlingLeads case triage meetings to share knowledge and optimize supportManaging Collaboration Activities
Facilitates cross-team collaboration to resolve complex technical issuesManages the swarming process to bring the right resources together quicklyCoaches engineers on internal collaboration and community-buildingWorks with stakeholders to drive top priority issue resolutionProcess Improvement
Gathers and shares feedback to enhance support processes and toolsPartners with managers and SDMs to plan and implement continuous improvementsIdentifies process flaws early and advocates for necessary changesUpdates knowledge bases and evangelizes process best practicesReadiness Development
Assesses skill gaps and designs training plans for delivery partners and internal teamsSupports readiness initiatives including mentoring, documentation, and knowledge sharingCollaborates with multiple stakeholders to implement readiness programsSupportability Activities
Shares knowledge in internal communities and responds to engineering queriesEngages in reactive/proactive collaboration via swarming and issue managementHelps build communities across support roles to drive operational excellenceDrives quality and efficiency improvements in partnership with delivery leaders
Qualifications
Required Qualifications:
2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experienceBachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business LeadershipStrong working experience on Mobile Device Management(MDM)/Intune OR equivalent experience
Language Qualifications:
Mandarin Language: fluent in reading, writing and speaking.Japanese Language: confident in reading and writing; moderate spoken Japanese skillsEnglish Language: confident in reading and writing; moderate spoken English skills
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.
Check out other jobs at Microsoft.