We are looking for Customer Engineers to contribute to our Customer’s Modern Workplace Success by driving adoption, consumption and support of our M365 suite of products.
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 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 environments. The Customer Engineer provides support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the account team.
Responsibilities
A Customer Engineer delivers services either remotely or on-premises (*1), embracing the following responsibilities:
Support Management
Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them. Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others. Develops and communicates realistic performance goals and standards. Builds plans that consider potential obstacles and immediate and long-term consequences.
Support Execution - Deliver Results through Teamwork & Optimizing Business Results
Seeks opportunities to drive Customer Success business results by collaborating with multiple team members. 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
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. Demonstrated Self Learner and share knowledge thru communities, adapt for customers. Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise. Notes:
*1 – Due to the current global events, the number of required travels to deliver on-premises services has decreased and on-site activities are considered exceptions, been executed only with the engineer`s agreement.
Qualifications
Required Qualifications:
At least 3 years of experience in Microsoft Teams administration and troubleshooting (Collaboration OR Communication features). At least 5 years of experience in software support, secure infrastructure, IT consulting, or related. At least 5 years of experience working with Enterprise customers in any of the following: providing customer technical readiness, delivery support services, on premise and remote technical support, solution development, account management; technical requirements gathering; broad evangelism through events (presentation skills) or related. Additional Desired Qualifications:
Professional
Enjoy building and cultivating relationships with senior IT and business decision makers. The ability to explain complex topics in ways that can be understood by technical and business decision makers. Analytical Problem Solving Building Customer/Partner Relationships Technical Leadership Value Selling International experience and opportunity to leverage communication in other languages is possible. Technical (experience in any of the following is desired and will be a candidate’s differentiator)
Experience in Skype For Business, Enterprise Voice/Unified Communication (SBC, VoIP, PBX). Experience in Microsoft 365 administration, troubleshooting, monitoring tools and products capabilities (Office Apps, SharePoint online, Exchange online, OneDrive, security). Power Platform (PowerApps, Power Automate, Virtual agents). Education
Bachelor's degree in Computer Science or equivalent.
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