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.

As a Customer Engineer you will be a key, deeply technical resource for the customer, primarily focused on delivering proactive services such as education workshops, delivering assessments and providing tailored guidance to remove technical blockers for customers. Troubleshooting skills are essential as this role as well. The role can include a mixture of short and long-term customer engagements which will be delivered only remotely with no travel to customer site.

This role is aligned to the Apps and Infra solution area, focusing on Azure.

Responsibilities

Customer Impact– 40%

Participates in proactive delivery, spots performance issues, analyzes problems, develops solutions to meet customer needs (including skilling needs), represents them.

Engages in strategic service delivery planning, in partnership with the account team, to strengthen targeted customer relationships and support accurate customer contactability for surveys.

Gathers customer impressions of products and services and integrates this feedback into decision making and service delivery planning.

Seeks information about the underlying needs of customers and recommends service delivery to meet those needs.

Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.

Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.

Provides the most effective method of service delivery by analyzing trends and common themes across customers.

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.

Business Impact - 40%

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.

Prioritizes Managed IP/Community IP re-use where appropriate to accelerate customer outcomes

Contributes to IP creation and updates by identifying gaps through delivery

Participates in relevant communities to share expertise and learn from others

Individual Impact -  20%

Consistently applies “lessons learned”, model personal accountability & teamwork.

Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.

Understands the portfolio of Support offerings and contribute & participate in customer and internal meetings to articulate value.

Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.

Demonstrates Self Learner mindset through alignment of individual skilling to team/area demands and continuous upskilling to align to Customer Success goals

Ensures delivery meets/exceeds all operational excellence guidelines and best practices

Qualifications

Technical Expertise:

Azure Customer Engineers should be experienced at implementing, automating, and troubleshooting Microsoft Azure Infrastructure solutions.

The Azure Customer Engineer role requires knowledge and experience in a number of the following technologies/areas:

Azure Infrastructure as a Service (IaaS) core knowledge:

Storage

Network

Compute

Other technical areas we look for demonstrated ability are:

Azure Governance / Cloud Adoption Framework, Azure Policy, Management Groups, Governance / Compliance as Code

ARM JSON or Terraform Templates – (Infrastructure as code) Azure CLI and/or PowerShell

Strong understanding of Windows and/or Linux Operating Systems

Working knowledge of On-Premises Infrastructure solutions; AD DS, DNS, Monitoring, Patching

Security concepts for Cloud Infrastructure and Microsoft Operating Systems

Azure Active Directory (AAD) and Azure AD Connect knowledge and experience.

Strong troubleshooting skills and support experience

Face-to-face customer engagement skills

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.

Troubleshooting knowledge & skills, Microsoft Certifications qualifications desirable

Degree qualification or equivalent experience

Additional qualification required:

Analytical Problem Solving

Building Customer/Partner Relationships

Leadership

Value Selling

Bachelor’s Degree or equivalent

Business fluent in English

Business fluency in either German, French, Spanish or Italian would be a plus

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.