Senior Customer Success Engineer-CTJ-Poly

Are you ready to join a team of the world’s best technical experts to enable the success of Microsoft solutions for some of Microsoft’s most critical customers and solve their most complex problems? We are looking for a technical leader with the right mix of troubleshooting, enterprise systems, on-line services experience and passion for quality focused on Microsoft 365 government cloud service offerings. As a trusted advisor to our customers, partners, and product/engineering teams, you will play a direct role in helping customers with technical issues and drive resolutions that will impact global level customer configurations. 
 
The Senior Customer Success Engineer role supports Microsoft 365 and collaboration products like Exchange Online, SharePoint Online, One Drive and Teams with cloud hosted web and desktop apps. The Microsoft 365 Customer Success team works with Microsoft’s largest enterprise and government customers to resolve complex issues that drive adoption and onboarding. Our customers have the highest expectations for feature quality, security, reliability, availability, and performance. Customer Success Engineers investigate and solve critical, complex, technical issues escalated from customers using a wide range of troubleshooting techniques. Often issues are not only technically complex, but politically charged situations requiring the highest skill levels of conflict resolution and collaboration to speak for the product group to the customers. Customer Success Engineers’ capability is in employing problem isolation techniques, and enterprise experience to solve unknown problems. Besides technical talent, we are looking for people who thrive under challenging circumstances and engage in difficult situations while they learn. As a Customer Success Engineer you will demonstrate customer obsession and a growth mindset. Identifying business challenges, trends, solutions, and making proposals to impact the broader business is also a core focus of the role. This position will require you to work onsite at a Microsoft campus and may require you to work a rotational on-call schedule as a subject matter expert to other engineers.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 

Responsibilities

• Demonstrate efficient interpersonal and communication skills, understand the customer needs and deliver world class customer experiences. 
• Exhibit technical leadership to multiple cross-platform projects and teams (e.g. Site Reliability Engineering teams, Incident Response Teams, On-site Delivery teams).  
• Manage crisis situations that may involve technically challenging issues and diverse audiences. 
• Collaborate with Engineering teams regularly to provide technical reviews and action plans for the customers and drive for optimal outcomes. 
• Use trace analysis, debug skills, and other proprietary tools to analyze problems and develop solutions to meet the customer needs.   
• Communicate with other Microsoft groups often to influence decisions