Customer Engineer at Microsoft

Job number: 1021031
Travel: 25-50 %
Profession: Customer Success
Role type: Individual Contributor
Employment type: Full-Time

Job Description
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 (VAT), 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.
• Allocates and aligns resources to optimize the customer experience.
• 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 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.
• 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 Premier 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.
• Demonstrated Self Learner

Education

• Bachelor's degree in Computer Science, Information Technology, Engineer or related field preferred

Experiences:

• Prior work experience in a support position within a software engineering and/or professional services company.
• 5+ year in a support position with proven customer facing exposure.
• Knowledge of Azure cloud services
• General Knowledge of competitive cloud services- desired

Technical (Required):

• Customer Support and troubleshooting experience on Azure Development Stack: App Services, App Insights, Kubernetes Services, Containers. (Required)
• Proven experience of ALM and DevOps Practice including CI/CD and Automation in any tool. (Required)
• Application development & debugging experience with:  .NET Framework and .NET Core, or any other modern technology. (Required)
• Customer Support and troubleshooting experience in Internet Information Services (IIS). (Preferred)
• Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging. (Preferred)
• Experience on OSS stack (ie Java, Node.JS, Kafka.. )(Preferred)
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions. (Preferred)

Qualifications
Experiences Required: Education, Key Experiences, Skills and Knowledge:

• Analytical Problem Solving
• Building Customer/Partner Relationships
• Product & Technology Expertise
• Leadership
• Value Selling
• Years’ Experience: 3 in systems development, network operations, software support, IT consulting
• Bachelor’s Degree (B.S./B.A.) or equivalent
• English Fluent required

Experience in one or more of these areas desirable:

• Deep experience, developing and troubleshooting with Open Source technologies.
• Experience designing and building Microservices.
• Experience with Git.
• Experience writing Infrastructure as a Code.
• Experience designing and building Power Platform Applications.

Benefits and Perks
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work:

• Industry leading healthcare
• Savings and investments
• Giving programs
• Educational resources
• Maternity and paternity leave
• Opportunities to network and connect
• Discounts on products and services
• Generous time away