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** **C** **ustomer** **S** **uccess** **E** **ngineer** 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 and deliver product improvement and effective mitigations to address problem areas, issues and risks. + Create training and other readiness materials for internal consumption and deliver training to global audiences to ensure support readiness at the launch of new products and features. + Mentor and coach others to share your expertise and grow the organization’s capability. Other + Embody our Culture  (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture) **Qualifications** **Required Qualifications:** + Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ year(s) experience in software industry experience related to technology + OR equivalent experience. + 3+ years of technical industry experience in administration, consulting, development, or support. + 2+ years of experience with enterprise server products such as: Exchange, SQL, IIS, Microsoft 365 and SharePoint or similar Microsoft or competitive Windows based products. **Other Requirements:** Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: + The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination. + **Clearance Verification** : This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment. + **Microsoft Cloud Background Check** : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. + **Citizenship & Citizenship Verification:** This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance **Preferred Qualifications:** + Master's Degree in Engineering, or related field AND 6+ years of software industry experience related to technology + OR Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years of software industry experience related to technology + OR equivalent experience. + 2+ years of customer facing experience. + 3 years of experience in supporting large Enterprise environments. + Knowledge and demonstrated technical experience with the Microsoft 365 Cloud technologies: + Messaging (ExO/EOP/Outlook), Productivity (OneDrive/SPO), Communications (Teams/Skype), Microsoft 365 Applications (Portal, PowerShell/scripting, Office Online, Project, Planner, etc), Security (Purview, Security and Compliance). + The ability to read and analyze network and web traces is ideal. + Customer service, communication, problem-solving and interpersonal skills, team work, capacity to deal with difficult customers and ambiguity. + Ability to handle high pressure situations well. + Efficient communications skills, both verbal and written. + Basic Networking knowledge (DNS, IPsec, BGP, VPN, Load Balancing). + Passion for customers and focus on delivering the right customer experience. + Ability to juggle many tasks and projects in a fast-moving environment. Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until October 30th, 2024. \#CTJ Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .