Customer Engineer, Data & AI

Last updated 5 days ago
Location:United States
Job Type:Full Time

Customer Success: Do you have a passion for Cloud Services in the financial services industry? We are looking for a Customer Engineer for Data & AI Solutions Team to help drive digital transformation with Azure Data Services.

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. 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

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

Experiences Required: Education, Key Experiences, Skills and Knowledge:

  • Analytical Problem Solving
  • Building Customer/Partner Relationships
  • Product & Technology Expertise
  • Leadership
  • Value Selling
  • Years’ Experience: 3 in systems development, network operations, software support, IT consulting
  • Bachelor’s Degree (B.S./B.A.) or equivalent

Qualifications

Required Qualifications:

  • At least 2 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.
  • At least 3 years of experience utilizing SQL Server ( combined experience in any of the following versions of SQL Server 2019, 20v16, 2014, 2012, 2008 R2 and SQL Server 2005) in any two of the following technical focus areas:
    • Database administration (preferably with SQL, including Azure SQL) – performance tuning and optimization, trouble-shooting, high availability / disaster recovery, security
    • Database development (preferably with SQL, including Azure SQL) – designing and building database solutions (tables / stored procedures / forms / queries / etc.)
    • Business intelligence – combining knowledge of SSIS/SSAS/SSRS/AAS/Azure Data Factory/Power BI technologies with a deep understanding of data structure / data models to design, develop, and tune BI solutions and reports
    • Advanced data analytics – designing and building solutions using technologies such as Azure Data Factory, Azure Data Lake, HD Insights, Azure Synapse Analytics, Azure Stream Analytics, Azure Machine Learning Service, R server

Other Qualifications:

  • Deep technical or architectural knowledge is preferred
  • Experience delivering and/or authoring technical training
  • Ability to communicate with a variety of different audiences and strong presentation skills
  • Ability to match technical solutions with customer business requirements
  • Ability to lead and motivate technical communities
  • Ability to effectively recognize and adapt to change