Customer Success: Do you have a passion for Cloud Services?
We are looking for a Customer Engineer for Modern Workplace technologies to help drive digital transformation with Modern Work Services.Microsoft is on a mission to empower every person and every organization on the planet to achieve more.
Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world.
You can help us to achieve our mission.**Customer Success:** Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.
To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.Customer Engineers (CEs) are deep technical advisors supporting Enterprise customers to deliver unique value by removing blockers to consumption within their given Solution Area.
CEs provide technical support including risk assessments and tuning to operate and optimize a customer’s cloud or on-premise environment.
The Customer Engineer provides support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the account team.
Customer Engineer services can be delivered either remotely or on-premises.**Responsibilities****Support Management
– 50%**+ Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them.+ Provides the most effective method of service delivery by analyzing trends and common themes across customers.+ Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others.+ Engages in strategic service delivery planning, in partnership with the virtual account team, to strengthen targeted customer relationships.+ Gathers customer impressions of products and services and integrates this feedback into decision making.+ Seeks information about the underlying needs of customers.+ Develops and communicates realistic performance goals and standards.+ Builds plans that consider potential obstacles and immediate and long-term consequences.+ Demonstrates expertise in a specific solution, or several products, feature functions, or services.+ Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.**Support Execution
– Deliver Results through Teamwork & Optimizing Business Results
– 25%**+ Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.+ Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Customer Success business priorities and stakeholder management principles.+ Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.+ Modifies and delivers existing intellectual property (IP) or, where applicable, creates new content.+ Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.**Leadership and Growing the Business
– 25%**+ Consistently apply “lessons learned”, model personal accountability & teamwork.+ Demonstrates an understanding of his or her role and contribution to customer/partner change management and adoption initiatives.+ Demonstrates the ability to articulate value propositions for the most strategic Microsoft products and services, and to position them against competitors.+ Demonstrates expertise in a specific solution, or several products, feature functions, or services.+ Identifies business and technical risks in programs, assesses their impact, and proposes mitigations and contingencies.+ Provides stakeholder and business decision maker assistance throughout deployment to avoid/resolve technical issues.+ Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.+ Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.+ Contribute & participate with meetings to articulate support offerings to all customers; share knowledge thru communities, adapt for customers.+ Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.**Qualifications****Required Qualifications**+ At least 5 years of experience working with Enterprise customers in any of the following: providing technical readiness and training, delivery of support services, on-premises and remote technical support, solution development, account management, technical requirements gathering, broad evangelism through events or related.+ At least 3 years of hands-on technical experience in Modern Workplace solutions deploying, administrating, and/or supporting one or more of the following Modern Work technology solution areas:+ Microsoft Teams, Skype for Business Online, Telephony (Inbound Voice Routing, Call Queues, Number porting), **Unified Communications** solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Microsoft Teams, Jabber, Zoom, Cisco WebEx or related.+ **Modern Management**
– Mobility and Security Solutions in any of the following: Microsoft Intune; Autopilot, Desktop Analytics, Conditional Access, identity governance, Azure Active Directory (AAD), Microsoft Cloud App Security (MCAS); Advanced Threat Analytics; Defender for O365, Microsoft Endpoint Configuration Manager.+ **Power Platform** technologies such as Power Apps (Canvas or Model-Driven apps), Power Automate (cloud or desktop flows), Power BI, Power Virtual Agents, AI Builder, Microsoft Dataverse/Common Data Service, Data Connectors, Power App portals, Dynamics 365, or related.+ **Collaboration** – SharePoint Online, SharePoint migration support, OneDrive for Business, Project Online, SharePoint Developer, Yammer, SharePoint Server 2013, 2016 or 2019, or related.+ **Messaging**
– Exchange, Exchange Online, O365 hybrid mail setup and support, O365 security and compliance, networking, auditing, logging, analytics, threat protection, or related.+ **Office**
– M365 Apps, Office Client applications and deployment, Config Manager, Office Updates and patching, OneDrive for Business deployment, policies and governance, or related.**Other Qualifications:**+ Ability to work independently and collaboratively working in a fast-paced environment where technology and customers’ requirements can change regularly+ Demonstrated aptitude for providing extraordinary customer service, influence, and impact while problem solving and building Customer & Partner relationships.+ Possess a passion for continuous learning, strong problem-solving skills, critical thinking and good judgement+ Ability to apply product & technology knowledge to improve Microsoft products and the customer experience+ Solid understanding of client/server, networking, and Internet technologies fundamentals.+ Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences+ Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus+ Overnight travel may be required.
Travel requirements vary regionallyLocation: Candidate can be located near any major city in the U.S.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 (icrosoft.com/us/en/accommodationrequest) .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.