About the Role

This is a Support Escalation Engineer role at Microsoft focusing on Microsoft 365 services including SharePoint Online, OneDrive for Business, Microsoft 365 Copilot, and Viva Engage. The position involves troubleshooting technical issues, collaborating with global teams, and contributing to product improvements while working up to 100% remotely. The role requires strong technical support experience and business-level Japanese and English communication skills.

Key Responsibilities

• Customer problem resolution using troubleshooting tools
• Collaboration with team members to investigate technical issues
• Participation in team communities and training for skill development
• Identification of potential product defects and feedback to engineering
• Contribution to Microsoft product improvements

Required Skills & Qualifications

Must Have:

• 3+ years of technical support experience in IT industry
• Business-level Japanese proficiency (reading, writing, conversation)
• Business-level English proficiency (TOEIC ~750, technical documentation reading)
• Knowledge in at least one area: Microsoft 365 products, cloud products, server environments, network technologies, or programming/scripting

Nice to Have:

• Korean language proficiency (intermediate level)
• Microsoft 365 or cloud environment troubleshooting/operations experience
• Network trace analysis and network knowledge
• Active Directory or PowerShell experience
• Windows Server troubleshooting/operations experience

Benefits & Perks

• Industry leading healthcare