Customer Engineer - Exchange

Last updated 26 minutes ago
Location:United Kingdom
Job Type:Full Time

What joining the Microsoft team means

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.

Customer Engineers (CEs) are deep technical advisors supporting Enterprise customers to deliver unique value by removing blockers to consumption within their given Solution Area, in this case Microsoft Exchange. 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.

Responsibilities

The Impact You’ll Be Making

Support Management (50%)

  • 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 (25%) to 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 (25%)

  • 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 Support 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

Qualifications

To be considered, we're looking a demonstrable track record of working with Microsoft Exchange 2016 / 2013 / 2010 server, Mail Flow, EXO, Client connectivity (On-prem and cloud), Device management, Load balancing, Authentication and Hybrid Identity or related.


We're also looking for proven expertise supporting Enterprise customers, accustomed to providing customer technical readiness, delivery support services, on-premise and remote technical support, solution development, account management, technical requirements gathering and broad evangelism through events (presentation skills).

Other technical expertise we're particularly interested in would include:

  • Experience with migration of Exchange customers to Office 365 and end to end support and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions
  • Knowledge of Office 365 and EXO product capabilities, troubleshooting, and monitoring tools
  • Experience with troubleshooting, configuring and supporting Hybrid scenarios
  • Additional skills in Exchange Online Protection, Antigen/Forefront Protection for Exchange
  • Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
  • Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code
  • Solid understanding of client/server, networking, and Internet technologies fundamentals.
  • Understanding of n-tier solutions
  • Demonstrated aptitude for providing extraordinary customer service, influence, impact while problem solving and building Customer & Partner relationships.
  • Possess a passion for continuous learning, strong problem-solving skills, critical thinking and good judgement
  • Ability to apply product & technology knowledge to improve Microsoft products and the customer experience
  • Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences

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.