Microsoft Corporation Customer Engineer M/F in Cologne, Germany
The Support for Mission Critical (SfMC) team are skilled in understanding both business and technology demands, require extensive experience in process improvement and require awareness of market and industry trends. This specific role is focused on working with customers in O365 & Intune/Microsoft Endpoint Manager. Basic understanding of Azure is favorable.
The Mission Critical offering is delivered by a dedicated team of talented engineers that drive higher performance and up-time for mission critical solutions built on Microsoft technology. The team of trusted advisors are dedicated to those customers who want to ensure the best possible experience with their Microsoft investments.
Mission Critical Solutions spread across O365, Intelligent Cloud and Dynamics 365.
This role will require the successful engineer to understand the support requirements of running a mission critical, always on, solution focused on O365 and/or Azure and assist in the development of a delivery plan that is focused on achieving the business objectives of the solution.
The Support for Mission Critical – Team is delivering dedicated support (both proactive and reactive) to Microsoft’s top tier customers using Microsoft technologies to build true Mission Critical applications to run their business. These Mission Critical customers are usually very technically savvy and have good expertise in the Microsoft technologies they use. The kinds of customers we support are stock exchanges, world banking backbones and large government entities.
In the Mission Critical -Team, we support multiple technologies and multiple products being used by our customers via a single team. We are building a team with diversified skill set so we can deliver a dedicated support experience to our customers, all under one roof. Engineers on our team usually come with a depth of experience in one or two technologies but are also looking to broaden their technical and soft skill set through truly impactful work.
As part of the team, you will have the opportunity to expand your skill set, learn new technologies and grow your leadership in the technology you excel at. You will deal with high profile customers and represent Microsoft as a trusted technical advisor who also understands business outcomes.
You will be responsible for working side by side with the customer to understand their mission critical system and goals, improve the reliability and performance of their mission critical solution, assist with trouble shooting issues as they arrive with the backing of the global Microsoft support team and will be providing significant input to the program of work to be delivered.
Able to develop strong customer relationships and be considered a trusted advisor who understands the business objectives.
Able to analyse Mission Critical solutions and provide assistance with planning and developing a proactive delivery plan to meet required outcomes.
Communicate with Microsoft Mission Critical customers (verbal, written and face to face correspondence) regarding technically complex issues about Microsoft software products and manage relationships with those customers.
Logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.
Demonstrated leadership skills and strong communication and interpersonal skills.
Collaborate with other technical teams at Microsoft to deliver solutions to customer requirements and issues.
Work directly with the product group development teams to obtain product design information or isolate both bug and non-bug related issues.
Create technical content like whitepapers, training documents, etc. as a subject matter expert in your technology.
Available to participate in an 24x7 on-call rotation (voluntary)
Available to travel 25-50%.
Key Success Criteria:
Ability to delight customers through a natural curiosity to understand business objectives and contribute to solid delivery plans.
Ability to translate Microsoft solutions to customer value.
Excellent team player.
Strong ownership of customer issues with a focus on timely resolution.
Ability to take responsibility and react effectively.
Knowledge, Skills and Experience:
Deep knowledge of O365 and/or Azure technologies with a proven track record in delivering planned business outcomes.
Good communication skills in international environment.
Mature technical skills and proven support experience.
Willingness to undertake planned travel.
Language: German + English
The role requires strong in-depth knowledge in a number of areas:
Strong troubleshooting skills and experience with O365 and/or Azure
Personal Attributes/Interpersonal Skills
Initiative - Able to see beyond immediate business problems
Enjoy interacting and working with customers
Inquisitive, strong questioning (probing) and listening skills
Facilitation / Teaching / Coaching skills
Problem solving skills at a business level
Willingness and ability to travel up to 25-50%.
Microsoft 365 and/or Azure Administrator or Expert certification, or other advanced professional qualifications
ITIL Foundations Certification
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
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