Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

 

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.


Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.


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 by honing your problem-solving, collaboration and research skills, and developing 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.

 

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
  • OR 3+ years of technical support, technical consulting experience, or information technology experience.
  • OR equivalent experience

 

Language Qualification (This position is a Korean language support role)

  • Korean : Native in reading, writing and speaking
  • English : Fluent in reading, writing and speaking

 

Requirements:

  • Entra (formerly Azure AD)
    • Experience with Azure Active Directory/Microsoft Entra, O365 and Synchronization of entities between On-Premise and Cloud Directories
    • Experience with M365 Authentication and Access, M365 AADConnect and M365 User/Domain management
    • Knowledge of Access Management technologies such MFA, Conditional Access, Device, and application management
    • Knowledge of troubleshooting issues related to Azure AD, ADFS, MFA, conditional access, Application proxy, etc.
    • Experience supporting Microsoft Identity technologies in enterprise IT environments
    • Development experience of applications desirable using MSAL, or similar authentication libraries and technologies
    • Experience of troubleshooting developer related issues with HTTP debugging tools like Fiddler, etc.

 

Experience in one or more of these areas is desirable:

  • Entra
    • Designing, documenting and implementing Active Directory & Microsoft Entra for customer environments, including consolidation and migrations
    • Familiarity with Azure AD application development models
    • Authentication Protocols (Kerberos, PKI, OAuth, SSO, SAML, etc.)
    • Experience with developing and troubleshooting authentication issues on Azure AD registered application
    • Familiarity with Auth protocols like OpenID Connect, OAuth, SAML, WS-Fed, Kerberos, etc.

 

Experience in these areas are not required but is a plus :

  • Microsoft Intune
  • Microsoft Endpoint Configuration Manager

 

 

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.