With 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.

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 customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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.

• Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, 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.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field OR 3+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 3+ years experience working in a customer-facing role (e.g., internal and/or external).
• AZ-900, AI-900, SC-900

CyberDefender Mindset:

A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

Cloud Protection:

• Background/experience in security engineering (blue/red team) preferred
• Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity
• Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
• Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments

Messaging Protection:

• Experience or strong working knowledge of FP/RN, phishing and antimalware.
• 2+ years of experience with Exchange or Office 365 (Exchange Online).
• Preference will be given to candidates with exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection.
• Familiarity with Microsoft Defender for Office 365 features - including Safe Links, Safe Attachments, and quarantine policies - is considered an asset.
• An understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phish messages will be beneficial in this role.

Compliance:

• Provide technical support and troubleshooting for Microsoft Purview Compliance solutions.
• Own, investigate, and resolve customer issues related to compliance features such as Data Loss Prevention (DLP), eDiscovery, Information Protection, and more.
• Deliver expert guidance to help customers meet data protection and regulatory compliance requirements.
• Collaborate with internal engineering and product teams to drive continuous improvement in customer experience and product capabilities.
• Document solutions and contribute to knowledge base articles for broader customer impact.

Endpoint Protection:

• Experience with deploying, administering, and/or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions.
• Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments.
• experience with Microsoft technologies such as Microsoft 365 Defender, Microsoft Defender for Endpoint, System Center Endpoint Protection, Azure Antimalware, Windows Defender, and Advanced

Preferred Qualifications:

• CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Organization, time management, project management, and negotiation skills.
• 3+ years of experience providing support for enterprise level premier customers.

Please note: This position does not offer visa sponsorship. Applicants must be a Korean citizens or permanent residents with full legal working rights in Korea.

Language proficiency

• Korean Language: fluent in reading, writing and speaking.
• English Language: confident in reading, writing and speaking.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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.