Executive Summary
As a SQL BI Support Engineer and Fabric SME at Microsoft Japan, I handled 100+ technical cases/month across Japanese, Korean, and English channels. Beyond resolving issues, I identified recurring user pain points and translated them into 30+ UX and product improvement suggestions (ex. admin monitoring of data usage, localization gaps, unclear error messages) —10+ of which were added to the roadmap. I developed a strong ability to spot system-level friction and propose scalable UX solutions under pressure.
Company
Microsoft Japan / Hybrid SQL BI & Fabric
Timeline
Oct 2020- Jan 2024 (3.5yrs)
My Role & Impact
Fabric Subject-Matter Expert (SME)
Resolved high-impact technical issues for Enterprise Partners in Japanese (primary), Korean, and English—driving business continuity and partner success across APAC.
Handled Severity-A critical incidents as part of a 24/7 on-call rotation, delivering fast, high-quality support.
Streamlined global workflows by defining clear scoping criteria and launching a “follow-the-sun” case handoff system across regions.
Collaborated with Product Managers, Engineers, and Customer Success teams to escalate partner insights and influence product decisions.
Led and developed 8+ team members, improving onboarding and strengthening overall team capability
Translated recurring partner issues into 30+ UX proposals, 10+ of which were added to the product backlog
Highlights
I operate across cultures to deliver global-scale impact
3+ Global Partners
In charger of the global enterprise at scale
Supported & delivered technical solutions to APAC partners in 3 languages (Japanese, Korean, English).
I lead global teams with empathy and speed
18 Support Engineers
Team Lead of a Global Microsoft Team
Led Japan & Australia team, mentoring peers and improving team operations.
I solve fast, high-stakes problems at 3× the global pace
100+ cases/month
Resolved cases with avg CSAT +4.9
Handled 3–6 cases/day vs. global avg of 1–2—driving fast, reliable resolutions with high impact.
I thrive in complexity, driving impact across enterprise tools
5+ SQL BI Products
Handled core Microsoft products
Handled Power BI, SSRS, SSAS, Azure Synapse (ASS), and Fabric.
Reflection
From Troubleshooting to UX Strategy: 100+ Cases/Month
In my support role, I handled 100+ cases per month, working directly with 100+ enterprise users across various industries. I helped them troubleshoot their technical issues and map their architecture to better integrate Microsoft’s SQL BI products (Power BI, SSRS, SSAS, Fabric). This gave me a deep understanding of how users engaged with the tools in real-world, high-pressure environments.
Ex: Created this diagram to help enterprise user understand the network constraints and secure access setup using VNet Data Gateway and Private Endpoint for SQL Server connectivity
My CSAT score averaged ~4.9/5, reflecting the impact of user-centered advocacy. I developed a strong ability to spot system-level friction in the customer's workflow when using SQL BI products and propose UX solutions under pressure.
Driving UX Strategy from Support Insights: 10+ Suggestions added to Product Backlog
While in support engineering, I identified recurring pain points and translated them into 30+ actionable UX suggestions—each backed by user data and at least 5+ support reports. I shared these insights to Product and Engineering with clear business context, turning frontline friction into strategic opportunities.
As a result, 10+ suggestions were accepted into the product backlog, strengthening collaboration between Support and Engineering and positioning UX as a proactive force in product development. This experience demonstrated how frontline insight—when structured and framed through design—can directly influence product direction.
My last day at Microsoft Japan with my SQL BI team🌟 (the very best team with world-class people🥹)