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 individuals who are passionate about Microsoft technology to be Customer Engineers working directly with our customers in the support of our Australian business. In this role you will be working with customers to deploy, adopt and support Microsoft technologies. We need enthusiastic people like you to provide technical leadership to our customers and help our customers achieve success using Microsoft technologies. We need you to help them ensure their Microsoft IT technology environments are optimised and healthy.
**WHO WE ARE:**
We are Microsoft’s Customer Success Unit (CSU), and are passionate about delivering Microsoft’s Mission “to empower every person and every organization on the planet to achieve more”. We are passionate about our customer’s success across all Microsoft solution areas and aligned in specific solution areas; Azure Apps & Infra, Azure Data & AI, Modern Work, and Business Applications, covering all Microsoft products. We believe that everyone can grow and develop. We succeed as a team by sharing knowledge and experience. Don’t worry about what you don’t know; come and 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 assessments and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Premier Support 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.
**WHAT WE NEED:**
We are looking for an individual who is highly motivated, results driven who can work autonomously or as a part of a high performing team to drive success for our customers. Ideally you will have the:
+ 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.
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.
The 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 include 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:
+ be expected to work effectively in cross-group situations,
+ be able to drive towards integration-oriented solutions to provide Microsoft customers with reliable technical solutions to the complex integration problems associated with business solutions built on the Microsoft platform,
+ provide technical support including product technical training onsite, as well as via telephone, and electronic media,
+ be able to manage hot issues by setting customer expectations, devising, and implementing action plans, and professionally communicating to all parties involved,
+ from time to time may be required to support our customer support services team outside of normal business hours to assist with critical situation (Crit-Sits) support requests raised by our customers,
+ participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs,
+ create deliverables to address common Microsoft Support customer needs & support mobile-first, cloud-first strategy, and share intellectual property with others,
+ maintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readiness,
+ consistently apply “lessons learned”, model personal accountability & teamwork,
+ contribute & participate in meetings to articulate Microsoft Support offerings to all customers and share knowledge thru communities.
+ travel within Australia and internationally may be required.
**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
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,
+ earn certifications as an MCSE, MCSD or MCPD. Microsoft will facilitate this opportunity through company provided resources,
Ideally you will have a minimum of five (5) years’ experience in the Azure Data Platform technology area, with a combination of on the job and formal technical qualifications. We are looking for a resource with some or all the following technical skills in the Azure Data & AI technology solution area:
**Azure Data & AI CE**
You will have:
+ Expertise in Microsoft data platform service architecture planning, deployment, modernization, migration, and optimization.
+ Expertisein two or moreof the following cloud computing technologies/areas:
+ Azure Core Platform (Compute, Storage, Networking)
+ Azure Modern Data and Relational Data Platforms (SQL Server On-Premises, SQL in Azure VM, Azure SQL DB/MI)
+ Data orchestration (Azure Data Factory)
+ Advanced Analytics (Power BI, Azure Synapse Analytics, HDInsight, or Azure Databricks)
+ Machine Learning/AI (Azure Machine Learning, Azure Cognitive Services, Azure Databricks, or other)
+ Expertise in DevOps/Agile/SCRUM/MLOps/DataOps methodologies
**Preferred Qualifications** :
+ One or more of the following core skills certifications:
+ Microsoft Certified: Azure Database Administrator Associate
+ Microsoft Certified: Azure AI Engineer Associate (or newer)
+ Microsoft Certified: Data Analyst Associate
+ Microsoft Certified: Azure Data Engineer Associate (or newer)
**Optional Experience / Qualifications:**
+ Optional experience in the following technologies
+ Kubernetes or containers
+ Non-Microsoft relational databases (MySQL, PostgreSQL, Oracle, DB2, etc.)
+ Azure Data Migration Service
+ Optional certifications include:
+ Microsoft Certified: Azure Security Engineer Associate
+ Microsoft Certified: Azure Solutions Architect Expert (Or supporting associate certifications)
+ Microsoft Certified: DevOps Engineer Expert (Or supporting associate certifications)
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.