|Job Type:||Full Time|
Are you looking to grow and expand your technical, customer and soft skills? Do you dream of working with the product groups at Microsoft to influence future product design on behalf of the customer? Then this might be the team you are looking for. At Support for Mission Critical (SMC), we do all the above and have fun while delivering true mission critical support to top tier Microsoft customers.
As a Premier Field Engineer (PFE) for Support for Mission Critical (SMC) customers, you will represent Microsoft, deliver SMC services and communicate with corporate customers regarding escalated problems in Microsoft products and services, while managing relationships with SMC customers.
It's your chance to:
Act as the customer lead for proactive and reactive service delivery for SMC accounts
Responsible for creating SMC lifecycle technical documentation, customer specific training documentation and custom customer education sessions
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, TAMs, DSEs and account executive management.
Maintain strong relationships w/ customer contacts to ensure high CPE
Develop custom scripts to monitor or fix issues, or create customer specific KBs to mitigate customer pain longer term; this may involve writing sample code or new IP development type of work
Manage crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24X7 on-call rotation model
Available to travel within the US and Canada for assigned PMC customer accounts to conduct PMC lifecycle related assessments / reviews, to ensure timely delivery (up to 20%)
Lead regular triage meetings to share lession learned with customers, engineers and TAMs, and defines mitigation strategies to ensure customer solutions run efficiently
Collaborate with other technical teams (EE, PFE, TAMs, Dev. & MCS architect) at Microsoft to deliver product and solution level support
Train and mentor others, across regional and global team and help with onboarding of new engineers
Skills and qualifications:
5+ years of industry experience assessing complex, business critical Dynamics 365 Finance and Operations Dynamics and/or Microsoft Dynamics AX environments against Microsoft good practices & supporting customers as they go-live and operate their D365 FinOps/AX solution
Knowledge with tools commonly used to manage complex D365 FinOps/AX implementations, such as DIXF (Data Import Export Framework), IDMF (Intelligent Data Management Framework), AIF/WCF Services and will be comfortable advising customers on topics such as data management, performance tuning, X++ development practices, upgrades and infrastructure sizing
Deep understanding of related Microsoft technologies, including SQL, SSRS/SSAS, SharePoint, Visual Studio and TFS
Accreditations/knowledge of Microsoft D365 FinOps/AX deliveries that review performance, supportability, infrastructure design and customizations, or be willing and able to become accredited following hire
Key Skills & Knowledge:
Strong problem-solving and technical leadership skills
Works well in a global team environment
Excellent Communication Skills - presentation and written English
Effective learning skills, desired background in Microsoft technologies
Candidates with Microsoft Service, PFE or DSE (Premier Field Engineering) experience will be preferable
MCSE/MCSD/MCPD, vendor qualifications or other advanced professional qualifications
ITIL Certification or equivalent experience
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.