Why Microsoft: Our love for innovation, technology and doing meaningful work, is at the heart of everything we do at Microsoft ANZ. It is a shared passion that inspires our team and customers to think bigger.  

Within Identity Engineering team, the Identity Advanced Cloud Engineering (ACE) Team, is responsible for helping customers to achieve more by monitoring customer service health and providing outstanding support experience for the most complex problems encountered by Microsoft’s top customers.

The Identity Engineering team is responsible for managing users, authenticating, and securing access to Microsoft Cloud for millions of users every day. Organizations want to protect their information while providing their employees the ability to be productive from any device from the location of their choice.

Do you want to be at the center of the three Microsoft cloud empowering customers and partners to secure their environments in order to realize the full value of Microsoft cloud services? Are you looking for a role where you can interact directly with customers and help them transform into cloud-enabled businesses? Do you want to contribute to one of Microsoft\'s fastest growing businesses? If so, then we are looking for you!

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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.

Qualifications

What skills do you need to have?

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.

There will be many opportunities for you to learn and grow into this role and Microsoft. However, to be able to best deliver on the purpose of this role, these are the core skills and experiences you should have on day one.

• S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.
• Proven  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.)
• Proven experience directly engaging and managing customer relationships
• Proven  experience Microsoft Identity and Access Management solutions such as MFA, Conditional Access, Azure Active Directory, Federation Services, application management