Customer Engineer, Modern Workplace

Last updated one month ago
Location:United States
Job Type:Full Time

Customer Engineer (CE) in Global Technical Team (GTT)

We are looking forCustomerEngineers to contribute to our Customer’s Modern Workplace Success by driving adoption, consumption and support of our M365 suite of products.

A ​​​Customer Engineer (CE) in GTT is a skilled technical expert who delivers proactive services to help customers plan, deploy, operate, and optimize their Modern Work solutions. It is a customer facing advisory role delivering unique value by removing hurdles and accelerating usage of Modern Work solutions to deliver customer value and outcomes. As a CE in GTT, you will be part of a global team responsible for the delivery of services either remotely or on-site.

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. CEs provide technical support including risk assessments and tuning to operate and optimize a customer’s cloud oron-premiseenvironment. The Customer Engineer provides support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by theaccountteam. Customer Engineer services can be delivered either remotely or on-premises.


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 - Deliver Results through Teamwork & Optimizing Business Results - 25%

  • 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 Premier 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


Required Qualifications:

  • At least 5 years of experience withanyof the following:MicrosoftTeams,MicrosoftProject Online, SharePoint Development& Server, Office365 ATP, Workplace Analytics, O365, Intune, Azure ATP, Azure Information Protection, Azure Active Directory or related.
  • At least 5 years of experience in software support, secure infrastructure, IT consulting, or related.
  • At least 5 years of experience working with Enterprise customers in any of the following: providing customer technical readiness, delivery support services, on premise and remote technical support, solution development, account management; technical requirements gathering; broad evangelism through events (presentation skills) or related.

Additional Qualifications:


  • Effective in planning, deploying, operating, and optimizing Modern Work solutions.
  • Enjoy building and cultivatingrelationships with senior IT and business decision makers.
  • The ability to explain complex topics in ways that can be understood by technical and business decision makers.
  • Analytical Problem Solving
  • Building Customer/Partner Relationships
  • Product & Technology Expertise
  • Technical Leadership
  • Value Selling
  • International experience andopportunityto leverage communication in other languages is possible.

Technical(experiencein any of the following is desired)

  • Microsoft Teams, Skype For Business Online/OnPrem, Enterprise Voice/Unified Communication (SBC, VoIP, PBX)
  • Large scale Exchange Online and Hybrid deployments
  • Large scale Office 365, SharePoint Online, and OneDrive deployments
  • Windows Client in the Enterprise, Intune, Security and Compliance, SCCM, SCOM, Desktop Analytics O365
  • O365 Security and compliance related technologies (eDiscovery, DLP, ATP, OCAS, etc.)
  • Subject matter expertise with third party products such as WebEx, Zoom, Google Meet, Workplace by FB, Slack, Chime would be advantageous.


  • Bachelor's degree in Computer Science orequivalent .
  • At least one of the following Microsoft Certifications would be preferred:
  • Certification MS700
  • Certification MS500

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.