Customer Engineer

Do you have a passion for Cloud Services? Do you love to solve problems and
help improve the quality of Microsoft's products? Are you customer obsessed
and have a growth mindset? If so, this is a great opportunity for you. In this
role you will be working with customers and partners building, deploying,
operating and optimizing large complex enterprise environments. You will also
be responsible for customer satisfaction, deployment, adoption and support of
enterprise Microsoft deployments.

Responsibilities

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 will include working with Microsoft Support to expedite incident
resolution. The role can include a mixture of short and long-term customer
engagements and can be delivered either remotely or on-premises.

This role is aligned to the Modern Work solution area, focusing on Microsoft
SharePoint skills and solutions in the Microsoft ‎365 Cloud. In this role you
will be part of the team driving customer success through Modern Work.

We are looking for experts with a strong understanding and experience on M365
especially focusing on Microsoft SharePoint. Knowledge in other M365
components (Exchange, Teams, Power Platform) is an advantage. If successful,
you will have the opportunity to work on cutting edge MW solutions,
collaborate strongly with different teams and will have the opportunity to
impact customer across MEA.

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 a dedicated Customer Success team
that will help Microsoft customers successfully realize their business
outcomes.

Qualifications

Support Management:
* 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:
* 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:
* 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
* At least ‎2 years' experience supporting Enterprise customers with Teams/Unified Comms and the cloud related services in M365.
* Analytical Problem Solving
* Building Customer/Partner Relationships
* Development background (preferred)
* Microsoft ‎365 general experience
* Leadership
* Value Selling
* Bachelor's Degree (B.S./B.A.) or equivalent
* Excellent written, oral and presentation skills.
* Awareness of corporate and enterprise environments and their business requirements.
* Face-to-face and remote (via Video or Voice) customer engagement skills
* Troubleshooting knowledge & skills
* MCTS / MCITP qualification desirable

Our culture is built around ‎5 attributes that drive our every decision, and
our every action.
* Customer Obsession - We exist for and because of the customer. We need people who share that passion and constant aim to make our customer's experiences easy, insightful and trusted - every single time without exception.
* Continuous learning Mindset - We are seeking people that think differently and are biased toward action to accomplish great things.
* Diverse & Inclusive - We enable people who bring a contemporary view to shape our internal teams, and support new hires to feel included.
* One Microsoft - We need to collaborate and learn to value the work of others, be willing to take their findings and add them to our own to make a better outcome for our customers.
* Making a difference - Drive impact by looking for ways to continually improve your responsibilities and the connections between your work and others.

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.