Responsibilities

The purpose of this role 

As a Senior Customer Engineer in Advanced Cloud Engineering team, you will work with customers and Program Managers to deploy Identity and Access Management solutions, closely monitor customer health, and own the response to customer support requests in a 24x7x365 environment via phone, email or web, representing Microsoft and the Identity Engineering team. You will collaborate with subject matter experts within your team, across engineering teams, account teams, and management while continuing to maintain responsibility for being the first and last point of contact for your customer until issues are resolved. In this role you will develop deep technical expertise, have an opportunity to learn new emerging technologies, and help those around you grow. As you learn, you will apply an engineering approach to defining processes, analyze data, and work with engineering teams and leadership to continuously improve the customer experience. 

We are looking for individuals sharing a passion for supporting customers, demonstrate empathy, a strong communicator, have a growth mindset, and a strong technical acumen to join one of the most customer connected engineering teams at Microsoft. The roles are technical, customer facing, have opportunity to grow professionally and technically. 

An ideal candidate for this role has experience in deeply technical roles, support experience at cloud scale and leading complex and highly visible customer engagements. Along the way, you have managed situations where the stakes are high, learned how to negotiate, developed strong communication skills especially when sharing deeply technical information. You have obtained and leveraged data to make informed decisions and become a quick learner of new technologies.

Qualifications

Minimum Qualifications:

· B.S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.

· 7+ years experience in deep technical role in IT, Technical Support, Consulting, Development, Program Management or similar roles and hand-on experience in one or more of the following cloud areas:

• Directory Services 
• User and Identity Management 
• Access Management such MFA, Conditional Access, Device, and application management 
• Authentication Protocols (Kerberos, PKI, OAuth, SSO,SAML, etc.) 
• Development of applications using Single Sign-On (SSO), MSAL, or similar authentication libraries and technologies) 
• Federation (ADFS, Shibboleth, CA SiteMinder, Okta, PING etc) 
• Data Platform: SQL Server, Azure SQL DB, Azure Cosmos DB, Azure Data Factory 
• Application Development and Debugging Experience (C/C++/C#, Python, Java, etc.) 

· 5+ years’ experience directly engaging and managing customer relationships 

· 3+ years’ experience Microsoft Identity and Access Management solutions such as MFA, Conditional Access, Azure Active Directory, Federation Services, application management 

· Demonstrated exceptional written and verbal communication skills with ability to adjust communication style based on the audience.  

· Demonstrated ability to collaborate across teams and overcome obstacles by resolving issues regardless of team boundaries.  

· Promotes a positive team environment by modeling behavior that supports good morale.  

· Actively involved in hiring and mentoring of other engineers  

· Demonstrated passion for data driven decision making to help diagnose, resolve, and improve service offerings  

· Strong problem-solving skills. Ability to look beyond the problem and contribute to design improvements   

Preferred Qualifications 

· Multiple Certification in Microsoft and/or competing Cloud Technologies and/or Security is desired. 

· Expertise in two or more of the following cloud computing technologies: 

• Azure Core Platform (Compute, Storage, Networking) 
• Data Platform: SQL Server, Azure SQL DB, Azure Cosmos DB, Azure Data Factory,  
• Experience with automation languages (PowerShell, etc.) 
• Website troubleshooting and development (IIS, WebApps, Apache, PHP, etc.)