Technical Support Engineer at Microsoft

📍 Job Overview

Job Title: Senior Technical Support Engineer
Company: Microsoft
Location: Taipei, Taiwan
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: July 29, 2025
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Hybrid (2 days remote per week)

🚀 Role Summary

📝 Enhancement Note: This role focuses on delivering exceptional customer support for Microsoft's products and services, with a strong emphasis on problem-solving, collaboration, and technical proficiency. It offers an opportunity to grow and deepen your technical skills while driving customer success.
Own, troubleshoot, and solve complex customer technical issues, ensuring customer satisfaction and trust in Microsoft products.
Collaborate with cross-functional teams to identify trends, improve processes, and enhance customer experiences.
Leverage AI technology to help customers resolve issues quickly and securely, preventing future problems.
Accelerate career growth by honing problem-solving, collaboration, and research skills, and deepening technical proficiency.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a strong technical background, excellent communication skills, and a customer-centric mindset. You'll need to be comfortable working in a dynamic environment and collaborating with diverse teams to resolve complex customer issues.
Troubleshoot and resolve complex technical issues for Microsoft's products and services, ensuring customer satisfaction and trust.
Collaborate with cross-functional teams, including engineering, product, and other support teams, to identify trends, improve processes, and enhance customer experiences.
Leverage AI technology to help customers resolve issues quickly and securely, preventing future problems and achieving more from their Microsoft investment.
Document troubleshooting steps and resolutions to build knowledge bases and improve support processes.
Contribute to continuous improvement initiatives, driving customer success and satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Alternatively, equivalent experience in a technical support role.

Experience: 2-5 years of experience in technical support, customer success, or a related role. Proven track record of resolving complex technical issues and driving customer satisfaction.

Required Skills:

Proven problem-solving skills and a customer-centric mindset.
Strong communication and collaboration skills, with the ability to work effectively with diverse teams.
Proficiency in Microsoft's products and services, with a strong desire to learn and grow technically.
Experience with AI technology and a willingness to leverage it to improve customer support.
Excellent analytical and research skills, with the ability to troubleshoot and resolve complex technical issues.

Preferred Skills:

Experience working in a hybrid or remote environment.
Familiarity with customer support ticketing systems and processes.
Knowledge of customer success best practices and metrics.
Experience with Microsoft's support tools and processes.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While this role does not require a web portfolio, demonstrating strong problem-solving skills, technical proficiency, and customer focus through past projects or case studies can be beneficial.

Portfolio Essentials:

Case studies or examples demonstrating your ability to troubleshoot and resolve complex technical issues, with a focus on customer success and satisfaction.
Examples of your problem-solving skills, collaboration, and research skills in action.
Evidence of your technical proficiency and continuous learning, such as certifications or projects showcasing your expertise in Microsoft's products and services.

Technical Documentation:

Documented troubleshooting steps and resolutions from previous support roles, demonstrating your ability to build knowledge bases and improve support processes.
Examples of your contributions to continuous improvement initiatives, driving customer success and satisfaction.

💵 Compensation & Benefits

Salary Range: NT$70,000 - NT$120,000 per month, depending on experience and qualifications. This range is based on market research and regional adjustments for the Taiwan tech industry.

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plan with company matching.
Generous time off, including vacation, sick leave, and company holidays.
Employee stock purchase plan.
Employee discounts on Microsoft products and services.
Professional development opportunities, including training, certifications, and conference attendance.

Working Hours: Full-time, with a flexible hybrid work arrangement (2 days remote per week). Standard working hours are Monday to Friday, 9:00 AM to 6:00 PM, with a 1-hour lunch break. Overtime may be required as needed to resolve critical customer issues.

🎯 Team & Company Context

🏢 Company Culture

Industry: Microsoft operates in the technology industry, with a focus on developing, manufacturing, licensing, and supporting a wide range of software products and services. This role is within the Customer Experience and Success (CE&S) organization, which is responsible for driving customer satisfaction and success through differentiated customer experiences that leverage Microsoft's products and services.

Company Size: Microsoft is a large multinational corporation with over 45,000 employees and partners worldwide. This size offers opportunities for growth, collaboration, and exposure to diverse teams and projects.

Founded: 1975, in Albuquerque, New Mexico, USA. Microsoft has since grown to become a global leader in the technology industry, with a strong commitment to innovation, customer success, and empowering every person and organization on the planet to achieve more.

Team Structure:

The Customer Experience and Success (CE&S) organization is responsible for driving customer satisfaction and success through differentiated customer experiences that leverage Microsoft's products and services.
The Customer Service & Support (CSS) team within CE&S is dedicated to building trust and confidence for every person and organization through delivering a seamless support experience.
This role is part of the CSS team, working closely with cross-functional teams, including engineering, product, and other support teams, to identify trends, improve processes, and enhance customer experiences.

Development Methodology:

Microsoft follows Agile methodologies, with a focus on continuous improvement, collaboration, and customer-centric development.
The CSS team uses a ticketing system to track and manage customer support issues, with a focus on resolution, documentation, and process improvement.
The team leverages AI technology to help customers resolve issues quickly and securely, preventing future problems and achieving more from their Microsoft investment.

Company Website: https://www.microsoft.com

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-senior level, requiring a strong technical background, excellent communication skills, and a customer-centric mindset. It offers opportunities for growth and development in customer support, technical troubleshooting, and customer success.

Reporting Structure: This role reports directly to the Customer Service & Support (CSS) team lead, collaborating closely with cross-functional teams, including engineering, product, and other support teams.

Technical Impact: As a Senior Technical Support Engineer, you'll have a direct impact on customer satisfaction and trust in Microsoft products. Your ability to troubleshoot and resolve complex technical issues, collaborate with cross-functional teams, and leverage AI technology will drive customer success and enhance customer experiences.

Growth Opportunities:

Career Progression: With experience and strong performance, there are opportunities to advance to senior or management roles within the CSS team or other areas of the CE&S organization.
Technical Skill Development: This role offers opportunities to deepen your technical proficiency in Microsoft's products and services, as well as to develop your problem-solving, collaboration, and research skills.
Leadership Potential: As you grow in this role, you may have the opportunity to mentor junior team members, lead projects, or drive process improvement initiatives.

🌐 Work Environment

Office Type: Microsoft's Taipei office is a modern, collaborative workspace designed to foster innovation, creativity, and productivity. The hybrid work arrangement allows for flexibility and a better work-life balance.

Office Location(s): Taipei, Taiwan. The office is located in the heart of the city, with easy access to public transportation and amenities.

Workspace Context:

📝 Enhancement Note: The hybrid work arrangement (2 days remote per week) offers flexibility and a better work-life balance, while the modern office space fosters collaboration and innovation.
Collaborative workspace with open-plan offices, meeting rooms, and breakout spaces.
State-of-the-art technology infrastructure, including high-speed internet, video conferencing, and collaboration tools.
Access to Microsoft's suite of productivity tools, including Office 365 and Microsoft Teams.
On-site amenities, such as a cafeteria, gym, and wellness facilities.

Work Schedule: Full-time, with a flexible hybrid work arrangement (2 days remote per week). Standard working hours are Monday to Friday, 9:00 AM to 6:00 PM, with a 1-hour lunch break. Overtime may be required as needed to resolve critical customer issues.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, skills, and fit for the role. Be prepared to share examples of your problem-solving skills, technical proficiency, and customer focus.
Technical Assessment: A hands-on assessment to evaluate your ability to troubleshoot and resolve complex technical issues. You'll be presented with a scenario and asked to walk through your troubleshooting process and resolution.
Behavioral Interview: A conversation-focused interview to assess your communication, collaboration, and customer-centric skills. Be prepared to share examples of your problem-solving skills, teamwork, and customer success.
Final Interview: A meeting with the hiring manager to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

📝 Enhancement Note: While this role does not require a web portfolio, demonstrating strong problem-solving skills, technical proficiency, and customer focus through past projects or case studies can be beneficial.
Highlight your ability to troubleshoot and resolve complex technical issues, with a focus on customer success and satisfaction.
Showcase your problem-solving skills, collaboration, and research skills in action.
Demonstrate your technical proficiency and continuous learning, such as certifications or projects showcasing your expertise in Microsoft's products and services.

Technical Challenge Preparation:

Brush up on your technical skills, with a focus on Microsoft's products and services.
Familiarize yourself with AI technology and its application in customer support.
Practice your problem-solving skills and ability to think critically and creatively.
Prepare examples of your customer-centric mindset and ability to drive customer success.

ATS Keywords:

Technical Support
Problem Solving
Collaboration
Research
Customer Success
AI Technology
Microsoft Products
Customer Support
Troubleshooting
Customer Satisfaction
Customer Experience
Customer-Centric
Cross-Functional Teams
Process Improvement
Agile Methodologies
Ticketing Systems
Customer Success Metrics

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: While this role does not require a specific technology stack or web infrastructure, proficiency in Microsoft's products and services is essential. Familiarity with AI technology and customer support tools is also beneficial.

Microsoft Products & Services:

Windows operating system
Office 365 suite (Word, Excel, PowerPoint, Outlook, etc.)
Microsoft Teams
Azure cloud platform
Dynamics 365 customer relationship management (CRM) software

AI Technology:

Familiarity with AI technology and its application in customer support is beneficial. Microsoft's AI platform, Azure AI, offers a range of services and tools for building and deploying AI models.

Customer Support Tools:

Familiarity with customer support ticketing systems and processes is beneficial. Microsoft's support tools include Dynamics 365 Customer Service and Microsoft Support.

👥 Team Culture & Values

Microsoft Values:

Customer Obsessed: We are dedicated to understanding and fulfilling the needs of our customers and helping them achieve more.
One Microsoft: We work together as one team, across boundaries, to drive impact and achieve our mission.
Growth Mindset: We embrace a growth mindset, learning from our mistakes and continuously improving.
One Microsoft: We work together as one team, across boundaries, to drive impact and achieve our mission.
Innovation: We have a growth mindset and embrace the freedom to fail, fostering continuous learning and improvement.

CSS Team Culture:

📝 Enhancement Note: The CSS team is dedicated to building trust and confidence for every person and organization through delivering a seamless support experience. The team values collaboration, customer-centricity, and continuous improvement.
Collaborative: The CSS team works closely with cross-functional teams, including engineering, product, and other support teams, to identify trends, improve processes, and enhance customer experiences.
Customer-Centric: The team is focused on delivering exceptional customer support, with a strong emphasis on customer satisfaction and success.
Continuous Improvement: The CSS team is committed to driving process improvement, leveraging AI technology to help customers resolve issues quickly and securely, and achieving more from their Microsoft investment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

📝 Enhancement Note: This role presents technical challenges in the form of complex customer issues, requiring strong problem-solving skills, technical proficiency, and a customer-centric mindset.
Troubleshooting and resolving complex technical issues for Microsoft's products and services, ensuring customer satisfaction and trust.
Identifying trends and patterns in customer issues, and collaborating with cross-functional teams to improve processes and enhance customer experiences.
Leveraging AI technology to help customers resolve issues quickly and securely, preventing future problems and achieving more from their Microsoft investment.

Learning & Development Opportunities:

📝 Enhancement Note: This role offers opportunities for growth and development in customer support, technical troubleshooting, and customer success.
Deepening your technical proficiency in Microsoft's products and services, with a focus on continuous learning and improvement.
Developing your problem-solving, collaboration, and research skills, with a focus on driving customer success and satisfaction.
Gaining exposure to cross-functional teams and projects, with opportunities to collaborate and learn from diverse perspectives.
Access to professional development opportunities, including training, certifications, and conference attendance, through Microsoft's learning and development programs.

💡 Interview Preparation

Technical Questions:

📝 Enhancement Note: Technical questions in this interview will focus on your ability to troubleshoot and resolve complex technical issues, with a focus on Microsoft's products and services and AI technology.
Walkthrough a complex technical issue you've faced in a previous role, explaining your troubleshooting process and resolution.
Describe your experience with AI technology and how you've leveraged it to improve customer support.
Explain a customer-centric approach you've taken to drive customer success and satisfaction in a previous role.

Company & Culture Questions:

📝 Enhancement Note: Company and culture questions in this interview will focus on your fit within the CSS team and Microsoft's values.
How do you embody Microsoft's values in your work, and how do they influence your approach to customer support?
Describe a time when you worked collaboratively with a cross-functional team to improve a customer experience or resolve a complex issue.
How do you stay up-to-date with the latest trends and developments in customer support and AI technology?

Portfolio Presentation Strategy:

📝 Enhancement Note: While this role does not require a web portfolio, demonstrating strong problem-solving skills, technical proficiency, and customer focus through past projects or case studies can be beneficial.
Prepare case studies or examples demonstrating your ability to troubleshoot and resolve complex technical issues, with a focus on customer success and satisfaction.
Highlight your problem-solving skills, collaboration, and research skills in action.
Showcase your technical proficiency and continuous learning, such as certifications or projects showcasing your expertise in Microsoft's products and services.

📌 Application Steps

To apply for this Senior Technical Support Engineer position:

Submit your application through the Microsoft Careers website.
Prepare examples of your problem-solving skills, technical proficiency, and customer focus through past projects or case studies.
Research Microsoft's products, services, and values to demonstrate your understanding of the company and its mission.
Prepare for the interview process by brushing up on your technical skills, practicing your problem-solving skills, and familiarizing yourself with Microsoft's products, services, and values.
Consider the hybrid work arrangement and how it fits with your lifestyle and preferences.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer