Customer Engineer– DevOps

  • Company:
    Microsoft Corporation
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    17 hours ago
  • Category:

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.

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. Customer Engineer services can be delivered either remotely or on-premises. Are you looking to join a team where you help customers use the latest technology, where you receive cutting edge training and where you’re empowered to make a difference? Do you have a passion for Cloud Services? Are you customer obsessed and have a growth mindset? If this is you, we have a great opportunity for you. Microsoft is looking for the ‘right’ individual to join our team of Customer Engineers to support our Australian business.

**WHO WE ARE**

We are Microsoft’s Customer Success Unit (CSU), and are very **passionate** about our customer’s success. Our CSU is aligned across the following Microsoft solution areas; Azure Infrastructure Architecture, App Innovation, Azure Data & AI, Modern Work, Security and Business Applications, covering all Microsoft technologies. We believe that everyone has the ability to learn, grow and develop. We succeed as a team by sharing knowledge and experience. Don’t worry about what you don’t know, come show us what you do know, and we will teach you the rest. As a Customer Engineer you will be a key technical resource for the customer, primarily focused on delivering proactive services such as education workshops, delivering technical assessments and providing tailored guidance in your area of expertise. Troubleshooting skills are essential as this role and may on occasion include working with Microsoft Customer Support Services team to expedite incident resolution. The role can include a mixture of short and long-term customer engagements.

**WHAT WE DO**

We provide technical leadership and technical intensity directly to our customers who are deploying, maintaining, or innovating solutions using the latest Microsoft technologies. We enable our customers to have the skills to deploy, support and maintain their environment in line with Microsoft recommended practices. Our capabilities and insights create support experiences that empower and delight our customers.

**Responsibilities**

The Customer Engineer (CE) position is to provide Microsoft customers with reliable technical solutions to the complex integration problems associated with business solutions built on the Microsoft platform. The CE Team supports a diverse variety of technical solutions built with Microsoft technology and products. Typical tasks performed in this role will vary depending upon your skillset, technology focus area and may include any or all of the following: specific problem isolation and correction, user mode debugging, conducting application design and supportability reviews, performance tuning, application stability consulting, troubleshooting, and porting/migration assistance, configuration management, pre-rollout testing and general IT support consulting. As a Customer Engineer you will:

**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

You will have the opportunity to demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management to:

+ exhibit leadership through personal responsibility, accountability, and teamwork,

+ act as a technical focal point in cooperative relationships with other companies,

+ manage crisis situations that may involve technically challenging issues and diverse audiences,

+ use trace analysis, debug skills, source code, and other proprietary tools, to analyse problems and develop solutions to meet customer needs; this may involve writing code,

+ maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs,

+ lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently,

+ travel within Australia and internationally may be required.

**Qualifications**

You must be an Australian citizen or hold a Permanent Resident status. Ideally you will have a minimum of three years’ experience in either Azure Infrastructure / Azure DevOps, with a combination of on the job and formal technical qualifications.

**WHAT WE NEED**

+ Ability to quickly build relationships and credibility with customers,

+ Ability to create and deliver technical presentations and training,

+ Ability to read, interpret and/or develop technical specifications and diagrams,

+ Confidence to hold difficult conversations at all levels,

+ Ability to build trust to drive change with customers,

+ Ability to learn new technologies quickly through self-learning,

+ Excellent organisation and planning skills.

We are looking for someone with some or all the following technical skills in Azure Infra / DevOps:

**Azure Infra / DevOps:**

+ Experience in designing, building, monitoring, and improving CI / CD pipelines with development release tooling such as Visual Studio, Azure DevOps and GitHub

+ Experience working closely with application teams and supporting source code management using Git technologies

+ Deep technical proficiency in Microsoft Azure Infrastructure planning, managing, deploying, and performance tuning or similar experience with virtualization.

+ Experience troubleshooting automating infrastructure deployments using security best practices.

+ Proficiency in one or more of the following languages: Azure PowerShell, CLI, Python, Ruby.

+ General understanding of common web application architectures and deployment practices on cloud.

+ Good understanding of networking fundamentals.

+ Knowledge of git or other source/version control software.

+ Understanding of zero trust security principles in the context of cloud infrastructure.

+ Knowledge of fundamental Linux administration.

+ Strong problem-solving skills: debug and troubleshoot issues in complex production environments consisting of infrastructure and application components

+ Deep understanding of web technologies, networking, security, scaling, and cloud-native architectures

+ Knowledge and experience in Cloud architecture patterns such as TOGAF Architecture Frameworks or cloud specific Well Architected Frameworks

+ Familiarity with monitoring tools such as Azure Monitor, Prometheus and Grafana.

+ Knowledge of Linux, bash, and shell scripts.

**Preferred Qualifications**

+ MultipleCertification in Microsoft and/or competing Cloud Technologiesis desired.

+ Deep technical proficiency in Microsoft Azure Infrastructure planning, managing, deploying, and performance tuning or similar experience with virtualization.

+ Experience troubleshooting automating infrastructure deployments using security best practices.

+ Expertisein two or moreof the following cloud computing technologies:

+ Experience with automation languages (PowerShell, etc.)

+ Website troubleshooting and development (IIS,WebApps, Apache, PHP, etc.)

+ Experience with cloud-native technologies such as Docker and Kubernetes

+ Experience with Infrastructure as Code using at least one of the following: ARM templates, Bicep, Terraform, Pulumi.

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 (https://careers.microsoft.com/us/en/accommodationrequest) .

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