Microsoft’s Customer Success helps customers maximise their investment in Microsoft Dynamics 365 solutions, the full portfolio of Microsoft Products and Microsoft Azure through accelerated adoption and productive use of technologies. The Microsoft Business Applications Customer Success team is part of a worldwide organisation of exceptional people who lead and serve our customers to realise their full potential through software and services.

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 pro-active support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the CSAM/account team. Customer Engineer services can be delivered either remotely or on-premises.

Growth mind-set:  At Microsoft, we’re insatiably curious and continuously learning. We lean into uncertainty, take risks and learn fast from our mistakes. We build on each other’s ideas because we are better together.

Customer obsessed: We are passionate about helping our customers achieve more. We listen and learn about our customers with a beginner’s mind; bringing solutions that meet their needs and innovation to surprise and delight them.

Diversity and inclusion:  We don’t just value differences, we seek them out and invite them in. Microsoft is a place where employees can be who they are.  As a result, we have better ideas, better products and our customers are better served.

One Microsoft: We are a family of individuals united by one mission. We work together, build on each other’s ideas and collaborate across boundaries to bring the best of Microsoft to our customers as one.

Making a difference: We stand in awe of what human’s dare to achieve and we are motivated every day to empower billions of people to achieve more through our technology and innovation. Our employees harness the power to build on the company’s far-reaching momentum and are driven to change the world.

We are committed to reinvent business processes and productivity, build the intelligent cloud platform and create more personal computing. These three goals are interconnected; allowing us to attract, develop and retain the best talent to be more innovative in the products and services we develop, in the way we solve problems, and in the way, we serve the needs of an increasingly global and diverse customer and partner base

Responsibilities

Customer Engineer (CE) provides technical leadership for customers around the world to promote health in their IT environments through onsite, remote and dedicated support services. As part of Customer Success, CE partners with Commercial Technical Support and Enterprise Services to strengthen the Microsoft Services Field Engineering capability worldwide.

As part of Microsoft’s Customer Success Organisation a CE provides various services to our Enterprise customers to increase systems availability, resolve critical issues and ultimately improve the health of our customers’ environments. The CE’s work with experienced technical staff to ensure they have the skills to maintain and troubleshoot their solution in line with Microsoft best practices. When things do go wrong we provide rapid on-site expertise to resolve critical situations

The Dynamics 365 Customer Engagement CE must be able to cover the following tasks:

Provide onsite proactive and reactive services to our customers

Short term engagements through Rapid Onsite Support and proactive engagements leading technology workshops & performing health checks.

Long term engagements with Dedicated Support Engineering

25% Travel throughout APJ.

Services delivered by highly skilled engineers with deep technical expertise in the product

This is a unique opportunity for individuals that possess a deep technical expertise and are able to solve complex technical problems through sound, creative troubleshooting, examine possible workarounds and escalations as required. CE set an example of excellence as a Microsoft representative, enhancing the company's image and reputation through your credibility, preparation, commitment and first-class delivery.

Qualifications

Required Skills and Experience:

Ideal candidate would have 5+ years’ experience with Microsoft Dynamics 365 CE, preferably with multiple versions (2011-2016) and Dynamics 365 CE Online and Power Platform skills.

Experience in configuration and development of PowerApps Canvas apps or Model-Driven apps at an enterprise or commercial scale.

Good understanding of Power Platform architecture and experience in integration design to Common Data Service (CDS) as well as available connectors for PowerApps.

Microsoft Certified Business Management Solutions Professional – Installation and Deployment for Microsoft Dynamics 365 certification preferred but not required at hire; will be expected to be completed within 6 months of hire.

Dynamics 365 CE Customer Engineers should be experienced in implementing, operating, tuning and troubleshooting Dynamics 365 CE systems, ideally in multiple industries

Microsoft accreditation in SQL preferred

Development experience preferred.

Advanced Development experience in .NET languages (C#) and JavaScript would be advantageous

Proficiency in English language is required

Experience in the enterprise customer arena

Face-to-face customer engagement skills

Excellent written, oral and presentation skills

Troubleshooting knowledge & skills

Good understanding of ITIL/Service Management

Demonstrate strong communication skills; ability to develop strategic ongoing customer relationships, gain trust and respect for the company.

Engineers must also possess strong technical writing, presentation and training skills.

Enjoy team work, and actively contribute to their peer group as well as our customer account teams.

Communicate at various levels from CIO to the technical staff on the ground.

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.