Education Customer Engineer

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

Are you ready to make a difference with an opportunity to join Microsoft’s Customer Success Unit focused on technical solutions for US Education?

If so, our team is looking for a Senior Customer Engineer to effectively advise and guide Education organizations for success with Azure and M365 Cloud Services.

Our mission is to help teachers, students, parents and all educational organizations achieve more by providing technical solutions that improve learning outcomes through the thoughtful and effective use of Microsoft technology. We see this effort as the catalyst to drive digital transformation that empowers the future of Global Education. We have resources, opportunity, and above all phenomenal customers across K12 and Higher Ed that are eager for your skills, passion, and experience.

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.

Responsibilities

As a Customer Engineer you will be a key technical resource for the customer, primarily focused on delivering proactive services such as education workshops, delivering assessments and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Premier/Unified Support to expedite incident resolution. The role includes planning and delivery of a mixture of short and long-term, reactive, and proactive customer engagements.

Responsibilities:

  • Identify and manage goals and opportunities across technology solutions to improve the solution environment and functional processes for our customers.
  • Create deliverables to address common Premier Support customer needs & support digital, cloud-first strategy, share intellectual property with others.
  • Engage with support, account, customer success, and product engineering teams to ensure streamlined customer experience.
  • Facilitate sessions with the product team and stakeholders to discuss product updates and feedback.
  • Maintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readiness.
  • Consistently apply “lessons learned”, model personal accountability & teamwork.

Qualifications

Required Qualifications

At least 5 years of experience in developing and supporting at least one of the following domains:

Modern Work & Security Solutions Experience deploying, administrating, and/or supporting any of the following:

  • M365 especially focusing on Microsoft Teams, including Teams Governance, Security and Compliance, Teams Media quality.
  • Other M365 components (Exchange, SharePoint, Power Platform)
  • Ability to develop and deliver Managed IP related to Microsoft Teams and EDU customers.
  • Teams, Skype for Business Online, Telephony (Inbound Voice Routing, Call Queues, Number porting), Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Teams or related.
  • Security Technologies: Microsoft Enterprise Mobility Suite + Security (EMS), Active Directory/Identity, Windows Defender Advanced Threat Protection (D-ATP), Office 365 Advanced Threat Protection, or related endpoint security solutions and comprehensive threat protection technologies.

Apps & Infra Solutions experience in any of the following:

  • Azure architecture, design, deployment of ADLS, Azure BigData, COSMOS DB based solutions
  • Hadoop, Azure IaaS, High Availability, clustering, service resilience and distributed systems
  • Core Azure Infrastructure technologies including any of the following:
  • Azure Virtual Machines and Scale Set knowledge
  • Azure Virtual Network, VPN, Load Balancer (L4/L7), Traffic Manager, CDN, Azure DNS, routing & routing protocols like BGP, firewall concepts
  • Azure Storage Account, Disk, Snapshot, Backup, Site Recovery, file sync
  • Knowledge on ARM Templates, PowerShell and CLI management, Azure Automations
  • Subscription and Governance Management (Policy, Management Groups, Cost, Blueprint), RBAC
  • Azure Monitoring and Azure Identity
  • Containers and/or Kubernetes and/or OpenShift (infrastructure perspective)Azure Identity experience preferred, including any of the following: Azure AD, PIM, Conditional Access, MFA, Azure AD Connect, Password less sign-ins

Other Qualifications Desired:

  • Experience supporting K12 or Higher Education customers with cloud related services in M365.
  • At least 5 years of experience working with Enterprise customers in any of the following: developing technology strategy, providing customer technical readiness and enablement, delivery support services, on premise and remote technical support, solution development, account management; technical requirements gathering; broad evangelism through events and community
  • Ability to develop and deliver Managed IP related to Microsoft Teams and EDU customers.
  • Demonstrate strong communication skills; ability to develop strategic ongoing customer relationships, gain trust and respect for the company
  • Engineer must possess strong technical writing, presentation and training skills
  • Enjoy team work, and actively contribute to their peer group as well as our customer account teams
  • Ability to communicate with various levels is required: from CIO’s to technical staff

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.