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.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Why Microsoft:

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

The purpose of this role:

Customer Engineer (CE) provides technical leadership for Dynamics 365 and Power Platform customers around the world to accelarate the pace in which these products are embraced, while also promoting the health in their IT environments through onsite, remote and dedicated support services. As part of Customer Success, CEs partner with Commercial Technical Support and Enterprise Services to strengthen the Microsoft Services Field Engineering capability worldwide.

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.

Business Applications Solution Area

Microsoft’s Business Applications Solution Area helps customers maximize their investment in Microsoft Dynamics 365 and Power Platform solutions, the full portfolio of Microsoft Products and Microsoft Azure through accelerated adoption and productive use of technologies. The Microsoft Business Applications Solution Area is part of a worldwide organization of exceptional people who lead and serve our customers to realize their full potential through software and services.

Specific Responsibilities:

• Partner with internal and external stakeholders to accelerate client transformation by providing architectural, design and advisory services.
• Lead Customer Success engagements including Scoping, Requirement gathering workshops, Solution Architecture and Design, Configuration, User training and leading teams through the lifecycle.
• Help account teams identify, pursue and close strategic business development opportunities while leading the delivery of ongoing projects.
• Routinely act as subject matter expert, build strong, trusted relationships with clients and act as a team leader on the engagements.
• Deliver effective presentations to audiences of all sizes and possess excellent communication skills.
• Maintain extensive product group relationships and drive technical readiness for Dynamics solutions with product certifications and specific ISV packaged solutions expertise as needed.

This is a unique opportunity for individuals that possess a deep technical and business expertise and are able to solve complex technical problems through sound, creative troubleshooting, examine possible workarounds and escalations as required. As a CE, you 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

What skills do you need to have?

Required Qualifications:

• At least 5 years of experience working with Enterprise customers in any of the following: providing customer technical readiness and enablement, delivery support services, technical support, solution development, account management, developing technology strategy; technical requirements gathering; or broad evangelism through events and community.
• At least 2 years of experience in developing, customizing, tuning, troubleshooting, implementing, or supporting one or more of the following:
  • Microsoft Dynamics 365 CE, Dynamics 365 CE Online, Dynamics CRM or related.
  • Power Platform (Power Automate, Power Apps, Power Virtual Agents).

Preferred Qualifications:

• Current and deep experience with implementing large projects on Dynamics 365 and Power Platform.
• Qualifications include hands-on experience with multi-phase, global, enterprise-wide Dynamics 365 and Power Platform implementations with focus on presales/business development as well as engagement delivery.
• Understanding of competitive technology to properly assess feasibility of migrating customer solutions from, and/or integrating with existing customer systems from non-Microsoft platforms.
• Work experience involving pre-sales support, technical consulting, solution design, project envisioning, planning, development, deployment, and management.
• Deep understanding of markets, customers and related technology; have the background to provide leadership in the practice and a demonstrated effectiveness in consulting and client management.
• Industry leading breadth knowledge of subject area and have demonstrated analysis and communication skills connecting technology and business problems.
• Experience with database driven systems and/or familiarity with Azure is preferred
• Troubleshooting knowledge and experience
• Good understanding of Automation, Continuous Integration and Deployment (DevOps) methodologies
• Ability to read/write C# and Javascript is a plus
• Experience in the enterprise customer segment preferred
• Demonstrate strong communication skills; ability to develop strategic ongoing customer relationships, gain trust and respect for the company
• Engineer must 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
• Ability to communicate with various levels is required: from CIO’s to technical staff
• Certification preferred but not required at hire:
  • Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert
  • Microsoft Certified: Power Platform Solution Architect Expert
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field is preferred or comparable work experience.
• Some travel will be required for this position in the future.

Note: Citizenship Verification: This position requires verification of Australian Citizenship, to meet Federal Government security requirements, and to hold or have the ability to hold and maintain an NV2 security clearance.

Our mission is deeply inclusive. Check out our Careers page to see our Global Diversity and Inclusion initiatives at Microsoft.

What next? 

Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential.  While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience.  

In the meantime, please see our FAQs, Interview Tips and Accessibility Support via our Careers site for more information on our recruitment process.  

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.

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