Support Engineer
Taipei, Taipei City, Taiwan

Support Engineer is a key resource who will have the opportunity to solve technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry.

You can be part of world-class enterprise service delivery team, and have contribution to the success of the customer’s perception of value to the Microsoft solution.

Exchange Support Engineer will provide high quality technical support of Microsoft Messaging Solution products such as Exchange Server, Office 365 Exchange Online, and Outlook to the Premier customers in Asia Pacific and Greater China regions.

Exchange Support Engineer also needs to support Messaging Hybrid environment including mixed Microsoft Office 365 Cloud and traditional On-

Premise solution. At Microsoft CSS Supporting Engineering, the sentence : That’s not our problem doesn’t exist in our lexicon.

The Support Engineer need to manage both customer relationships and the technical resolution of customer’s requests, deliver high quality CPE through timely response, resolution, interpersonal collaboration and execution.


  • Provide the quick and accurate solutions to the customers’ problems. Meet all follow up commitments made with customers.
  • Aligning with Customer’s business time, represent Microsoft and communicate with customers via telephone, written correspondence, electronic service in a timely manner according to the service level agreement.
  • Manage the healthy progress of service requests. Ensure escalating to senior and escalation resources at the right time with the right information.
  • Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
  • Effectively manage relationships with customers, and Technical Account Managers, while ensuring high customer satisfaction of the overall service experiences.
  • Compliance with the service operation processes for execution excellence.
  • Qualifications :

    Must possess the ability to work independently with minimal management supervision and as part of international team of Escalation Engineers

    Demonstrated aptitude for providing exceptional customer service in politically charged environments.

    Demonstrated knowledge and ability to mentor others in all areas of a Support Engineer’s job including setting customer expectations, devising and implementing action plans, advanced technical troubleshooting, managing hot customer escalations, and professionally communicating to all parties involved

    Ability to enhance the technical expertise of peers via the development of product training, mentoring of new hires, and through content development.

    Ability to apply technology to improve existing products and systems at customers and for internal use.

    Ability to actively participate in team support by proposing and implementing solutions.

    Must be willing to develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes.

    Ability to work or be on call during various shifts including weekends and deep nights for critical cases on a 24x7 basis

    2+ Years of product support experience or related work experience.

    Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level.

    Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

    Technical Requirements :

    Knowledge of Exchange or Office 365.

    Prior knowledge of Networking / .Net Development / C++ Development / Java Development / SharePoint is preferred.

    Education :

    Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience.

    MCSE preferred. Will consider related field (or equivalent) experience.

    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.

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