Customer Engineer - SCOM - CTJ

Last updated one month ago
Location:Elkridge, Maryland
Job Type:Full Time

Microsoft Services helps our government customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a team of exceptional people who deliver best-in-class services with partners while earning customer confidence and trust. We are dedicated to improving the overall customer experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.


Are you a continuous learner with a fervent desire to help guide us with a growth mindset? A great teammate focused on digital transformation? If so, our team is seeking a Customer Engineer (CE, formerly Premier Field Engineer (PFE)) specializing in SCOM who has embraced the future. Knowing that you have and desire to accept greater challenge, accomplish tasks through others and overcome our customer’s greatest challenges, we desire your deep understanding and ability to deliver timely and creative incident resolution focused on root cause analysis, prevention, and subsequent knowledge transfer. In this customer facing role, you will partner with the Account Delivery team and other engineers to engage technology decision makers striving to understand their challenges and creatively achieve their greatest objectives.

Built upon proven performance relative to your level, as a CE, you will work with Microsoft's partners and US Government Customers where your contributions will empower our customers to achieve the most from their investment in Microsoft technology and our team. We look to you to...

  • Utilize knowledge of the customer environment to resolve issues in a timely manner
  • Handle blocking issues and cases, ensuring the most effective resolution of all issues
  • Develop and implement support strategies resulting in fewer incidents, increased availability, or accelerated deployments
  • Effectively lead critical situations including documented action plans and daily status updates for the customer and Microsoft management
  • Develop a working relationship with Microsoft Consulting Services (MCS) and other CE team members ensuring enhanced cooperation and mutual support
  • Initiate and participate in triage and post-incident meetings sharing knowledge with other engineers and efficiently resolving customer problems
  • Assist in the delivery of supportability reviews to your customers


You should have a technical degree or equivalent work experience and 4 plus years of experience in an Enterprise technical support environment with demonstrated knowledge in:

Installation of Operations Manager in single and multi-management group architectures.
The ability to identify and install new management packs.
Assist and configure connectors to 3rd party systems that are supported.
A basic MOF and/or ITIL understanding and be able to lead clients for operational improvements, such as testing procedures, maintenance windows, service maps.
Understand automation, and management pack creation.
Understand implement in a cloud or hybrid cloud environment.

Location(s): Elkridge, MD

Travel is an integral part of this position. You should be willing to travel as is demanded by the needs of our customers and our business. This position requires approximately 25% overnight travel if you reside or are willing to relocate within commuting distance to the work. This position may require up to 75% overnight travel if you are not within commuting distance to the work.

The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

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.