Customer Engineer - Infra - Chennai @ Microsoft

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.

Proactive and reactive 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 account team, 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.
• 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 relationships in alignment with Customer Success business priorities and stakeholder management principles.
• Provides and drives actionable feedback across groups about the customer experience and competitor threats.
• Delivers, gives feedback, 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 change management and adoption initiatives.
• Understands customer 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.
• Demonstrated Self Learner

Qualifications

Degree in Computer Science, Engineering or Equivalent with 7+ years experience in deep technical role, Technical Support, Consulting, or similar roles and hand-on experience in the following cloud areas:

• Strong problem-solving and troubleshooting skills. Ability to look beyond the problem and contribute to design improvements.
• Up to 4 years of experience of implementation and/or deployment of Cloud based solutions (Azure Cloud Platform and Azure Security products preferable).
• Working knowledge of cloud technologies Azure IaaS, Azure AD, AD, Automation, ARM, PowerShell
• Experience of WVD, Cyber security, Azure Sentinel, PKI would be an added advantage.
• Ability to match technical solutions with customer business requirements.
• Typically, the travel percentage is estimated between 50% and 75%, however, in the current context working from home is encouraged and is frequently an option.