Technical Support Engineer (Data & AI – Azure Database for MySQL, and PostgreSQL)

Microsoft Azure Database for MySQL, and PostgreSQLサポートチームでは、積極的にメンバーを募集しております。  
サポート部門では、お客様のビジネス上の問題解決を高い技術力とサービス精神を持って解決に導く支援をいたしております。  
お客様に対して、最高な Customer Experience を妥協なく追求して提供したいと思える方と共に働きたいと考えています。  

Microsoft Azure Database for MySQL, and PostgreSQL サポートチームでは、オープンソースデータベースを中心に、お客様の様々な問題解決を支援しています。 いわゆるHow-toのお問い合わせからお客様の特定の環境のトラブルシューティングなど様々なテーマに対して、深い技術力をもって対応いただきます。  

テクニカルサポートチームでは、Azure のデータセンターを運用するエンジニアや、開発部門とも密に連携しながら難易度の高い調査も対応していきます。専門性としては、MySQL及びPostgreSQL を中心に深めていくことになりますが、クラウド基盤としての、Azure 上のネットワークやストレージ、アプリケーションなど、関連する技術についても、理解を深めていただきます。  

データベースに関連する知識やご経験や、クラウドに関連する知見などは、大きく活かすことができると思いますが、入社後でも十分にキャッチアップすることはできます。そのため、技術とお客様への情熱と向上心があれば、現時点での経験は必ずしも問いません。ぜひ、サポートサービスの高みを一緒に目指してまいりましょう！！ 

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.  

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, honing your problem-solving, collaboration and research skills, and deepening your technical proficiency.  

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.  

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.

Language Qualification 

• 日本語で日本のお客様へサポートサービスを提供いただきます。  
• また、英語で海外のお客様へのサポートも提供いただきます。  
• 日本語、英語、ともにメール、電話での対応が必須となります。  

• Japanese Language: fluent in reading, writing and speaking. 
• English Language: confident in reading and writing; moderate spoken English skills 

 
Required 

• データベース製品や、クラウドについての経験を活かすことができます。  
• また、オンプレミスからクラウドへのマイグレーションの経験なども大きく役立ちます。  
  システムのトラブルシューティングが多くなりますので、ネットワークやストレージ、OS などのインフラ関連についても経験を活かすことができます。 
• また、技術力の一方で、お客様との折衝力などの経験も活かすことができます。  
  
  
•  前職では、SIer 出身の方や、サポート部門、PM/PMO、開発者など、様々なバックグランドのエンジニアが活躍しています。  

• Excellent understanding of Database concepts and deployments 
• Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and/or SQL language 

• Strong 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 Communication Skills - verbal, listening, and written (including technical writing). 
• Passion for technology, lifelong learning and professional development. 

Experience in one or more of these areas desirable 

• Experience supporting Azure or other cloud-based solutions 
• Microsoft certifications in data platform or Azure technologies 
• Experience troubleshooting distributed solutions 
• Experience troubleshooting Open Source Databases like MySQL, PostgreSQL, etc., 
• Basic Networking, Storage and Platform troubleshooting skills 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group/engineering group
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.