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 Modern Work solution area, focusing on Microsoft Skype for Business Online, Skype for Business Server and Microsoft Teams.
This role will requires advanced communication skills and the ability to develop strategic on-going customer relationships, gaining trust and respect for the company.
Our Teams / SfB Customer Engineers must also possess strong technical writing, presentation, and training skills, enjoy working collaboratively as a team and actively contribute to their peer group as well as our customer account teams.
As a Customer Engineer , you will :
Educate and guide Customers by delivering workshops and webinars.
Help customers with their journey to the cloud.
Provide the most effective method of service delivery by analyzing trends and common themes across customers.
Seek information about the underlying needs of customers.
Deliver proactive services such as risk assessments, code reviews, and disaster recovery plans.
Help customers with troubleshooting and problem resolution.
Be the technical expert for customer projects and deployments.
Mentor other Customer Engineers.
Contribute to business goals and continuous improvement initiatives.
Seek opportunities to drive Customer Success business results by collaborating with multiple team members.
Identify opportunities to articulate business value and grow customer relationships in alignment with Customer Success business priorities and stakeholder management principles.
Modify existing intellectual property (IP) or, where applicable, create new content.
Build plans that consider potential obstacles and immediate and long-term consequences.
Demonstrate expertise in a specific solution, or several products, feature functions, or services.
Provide stakeholder assistance throughout deployment to avoid / resolve technical issues.
Consistently apply "lessons learned", model personal accountability & teamwork.
Understand customer / partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
Gather customer impressions of products and services and integrates this feedback into decision making.
Drive and Support innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
Cultivate relationships, credibility, and loyalty with Customers and Partners intentionally by sharing relevant business expertise.
Demonstrate yourself as the Self Learner.
Skills and qualifications :
3+ years of industry experience with complex, business critical Skype for Business Online, Skype for Business On-Prem or TEAMS environments.
Supporting customers as they go-live and operate their SB / Teams solution
Technical experience in Enterprise Voice / Unified Communication (SBC, VoIP, PBX)
Deep understanding of related Microsoft technologies, including scripting.
Advance knowledge of Microsoft SFB / Teams performance, supportability, infrastructure design and customizations
Relevant Microsoft Certifications qualifications desirable
Technical experience in any of the following is desired and will be a candidate’s differentiator.
Microsoft 365 administration, troubleshooting, monitoring tools and products capabilities (Office Apps, SharePoint online, Exchange online, OneDrive, security).
Power Platform (PowerApps, Power Automate, Virtual agents).
Key Skills & Knowledge :
Strong problem-solving and technical leadership skills
Works well in a global team environment
Excellent Communication Skills - presentation and written.
Effective learning skills, desired background in Microsoft technologies
Building Customer / Partner Relationships
Bachelor’s Degree or equivalent
Business fluent in English
Business fluent in French