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.
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 adedicated Customer Successteam 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
Qualifications
Key Experiences, Skills and Knowledge:
Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines
Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft
Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner
Ability to distill, prioritize and act on feedback from a variety of sources
Ability to communicate with a variety of different audiences and strong presentation skills
Ability to match technical solutions with customer business requirements
Ability to lead and motivate technical communities
Ability to effectively recognize and adapt to change
Eligibility for FVEY clearance essential, with existing FYEY clearance highly desired
TechnicalRequired5+ years of hands-on experience with Microsoft SQL Server in production, including areas such as:T-SQL query design
Performance tuning, troubleshooting
Designing for high-availability, disaster recovery to meet RTO/RPO requirements
ETL/ELT transformations
3+ years of hands-on experience in Microsoft Azure Cloud Data Services such as:Azure SQL Database
Azure Analysis Services
Microsoft BI technologies including Power BI and Analysis Services
Highly Desired
Experience with one or more Big Data and Modern Data Warehouse components such as:Azure Databricks
Azure HDInsights
Azure Data Factory
Azure Cosmos DB (or MongoDB
Azure Data Lake Gen2 (a.k.a. Azure Storage Account)
Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting, customer or technical support or consulting or end-user support.
Experience with the Apache Hadoop ecosystem (HDFS, YARN) and related components (Spark, Hive, Impala, Kudu, Solr, etc.) and ability to discuss pro/cons of centralized architecture for data management and data access
Experience in Solution Architecture/Engineering. Ability to listen customer requirements, brainstorming and propose solution architecture, further hands-on with samples. Ability to design, build and demostrate real business value for this products/services.
Knowledge about open souce and enterprise databases beyond Microsoft SQL Server (PostgreSQL, Oracle, DB2, MySQL/MariaDB, other OLTP databases)
Programming & debugging experience with(Python, R, Scala)
DesiredExperience with Git (and GitHub, GitLab, etc)
Experience provisioning via script automation (Infrastructure as a Code)
EducationQualifications related to Microsoft SQL Server (MCSA: SQL Server and underlying 70-xxx certifications)required
Qualifications related to Azure or other Public Cloud Providers (e.g. DP-200/201)preferred
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. 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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
