Support Engineer Intern - Customer Services & Support Shanghai

Main Location
Redmond, WA, United States
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Customer Facing Technology:

The Customer Facing Technology segment of the business helps customers and partners discover and implement high-value Microsoft solutions that generate rapid, meaningful, and measurable results. With its global partner network and support infrastructure, Microsoft Services segment of the business enables the successful adoption, deployment, and use of Microsoft solutions and technologies for all customers, from the individual to the enterprise. Microsoft Services is designed to provide the right scope of services at the right time, including localized support solutions for businesses and consumers around the world.

Typical Customer Facing Technology roles include:

•    Associate Consultant

•    Support Engineer

•    Technical Account Manager

•    Technology Solutions Professional

•    Technical Evangelist

This is where the journey begins by using MS advanced technology to help every customer fully realize their potential through accelerated adoption and productive use of Microsoft products. You will build strong relationships with MS customers and hear the Voice of Customer on the front line.


You will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft software products. Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.


1. Customer Issue Resolution & Responsiveness

- Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.

- Technical support to Microsoft Enterprise Premier Customers across the APGC region.

- Resolve critical issues

- Represent Microsoft and achieve high customer satisfaction.

- Use trace, protocol analysis, and other sophisticated tools to analyze problems.

- Act as the second tier support to take the escalation and solve the customer issue from subsidiary.

2. Effective Communication & Collaboration

- Identify the right resource to collaborate with for tough & political hot problem.

- Collaborate with cross-group peers both proactively and reactively.

- Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

3. Training & Readiness

- Identify current knowledge deficiencies/training needs, as well as potential future needs.

- Make effective technical presentations, both internal and external.

- Provide documentation and mentoring to others within your technical specialty.

- Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.

4. Operational Precision

- Adhere to published queue or call back schedule and be available for on-call duty, as necessary.

- Use appropriate documentation and utilization and / or labor tracking methods to account for time.

- Manage and prioritize your workload while keeping team members and management appropriately informed.

- Participate in ad-hoc projects per management request or business need.


• 2020 graduates and Chinese nationality required

• Strong verbal English skill. Professional written English skill is required.

• Excellent communication skill and service skill are expected. Have strong capability of handling tough situations.

• Self-motivation, responsible, team work spirit, good cross-team collaboration skill.

• Passionate for technical support and Microsoft technology

• Honest, proactive and willing to help others

• Willing to learn and take challenges

• Familiar with one or more of the following technology areas will be plus:

- Enterprise Network architecture design and implementation

- Operating System knowledge

- Code development skills (C/C++, C#, .NET, and etc.) and demonstrate good algorithm knowledge          

- Web development technologies (MVC, ASP.NET, XML, XSLT, HTML, CSS, JavaScript, jQuery, AJAX, IIS);

- E-commerce Application development (SSL, Public-key, Certificate Server, Authenticode, CryptoAPI, Digital   Certificates, Kerberos, Smart Cards Technologies)

- Database knowledge

- Knowledge of Microsoft Azure architecture and its components & services

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Support Engineer Intern - Customer Services & Support Shanghai
Microsoft Corporation