Customer Engineer- Data & AI
Mexico City, México, Mexico
hace 4 días

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Customer Success : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

Customer Engineers (CEs) are deep technical advisors supporting Enterprise customers to deliver unique value by removing blockers to consumption within their given Solution Area.

CEs provide technical support including risk assessments and tuning to operate and optimize a customer’s cloud or on-premise environment.

The Customer Engineer provides support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the account team.

Customer Engineer services can be delivered either remotely or on-premises.


Support Management - 50%

  • Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them.
  • Provides the most effective method of service delivery by analyzing trends and common themes across customers.
  • Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others.
  • Engages in strategic service delivery planning, in partnership with the virtual account team (VAT), to strengthen targeted customer relationships.
  • Gathers customer impressions of products and services and integrates this feedback into decision making.
  • Seeks information about the underlying needs of customers.
  • Allocates and aligns resources to optimize the customer experience.
  • Develops and communicates realistic performance goals and standards.
  • Builds plans that consider potential obstacles and immediate and long-term consequences.
  • Demonstrates expertise in a specific solution, or several products, feature functions, or services.
  • Provides stakeholder assistance throughout deployment to avoid / resolve technical issues.
  • Support Execution - Deliver Results through Teamwork & Optimizing Business Results - 25%

  • Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.
  • Identifies opportunities to articulate business value and grow customer / partner relationships in alignment with Customer Success business priorities and stakeholder management principles.
  • Provides and drives actionable feedback across groups about the customer / partner experience and competitor threats.
  • Modifies existing intellectual property (IP) or, where applicable, creates new content.
  • Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.
  • Leadership and Growing the Business - 25%

  • Consistently apply "lessons learned", model personal accountability & teamwork.
  • Demonstrates an understanding of his or her role and contribution to customer / partner change management and adoption initiatives.
  • Understands customer / partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
  • Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
  • Contribute & participate with meetings to articulate Premier offerings to all customers; share knowledge thru communities, adapt for customers.
  • Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.
  • Demonstrated Self Learner.
  • Technical Skills

  • Experience with one or more Big Data or Analytics Products and Services like :
  • Azure Databricks,
  • Azure HDInsight
  • Azure Data Factory
  • Azure Cosmos DB, NoSQL Services, MongoDB
  • Azure Data Lake gen2 Azure Storage Account)
  • Apache Hadoop, Spark, Hive
  • Cloud Streaming technologies (Azure StreamAnalytics, Apache Storm)
  • Open Source Ecosystem (Linux, Apache, etc.)
  • Developer Experience : Python, Scala, R
  • Experience in Microsoft Azure Cloud Data Services such as Azure SQL Database, Azure Analysis Services, Azure Event Hubs / IoT Hub, Microsoft BI technologies including Power BI and Analysis Services.
  • Experience in one or more of these areas desirable

  • Prior work experience in a support position within a software engineering and / or professional services company.
  • 5+ year in a support position with proven customer facing exposure.
  • Knowledge of Azure cloud services
  • General Knowledge of competitive cloud services
  • Prior job experience in Data Engineer workloads with Azure HDInsight, DataBricks or other products services like Hadoop, Cloudera, Spark, Python
  • Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or consulting, customer or technical support or consulting or end-user support.
  • Experience with the Apache Hadoop ecosystem (HDFS, YARN) and related components (Spark, Hive, Impala, Kudu, Solr, etc.) and ability to discuss pro / cons of centralized architecture for data management and data access
  • Experience in Solution Architecture / Engineering. Ability to listen customer requirements, brainstorming and propose solution architecture, further hands-on with samples.
  • Ability to design, build and demonstrate real business value for this products / services.

  • Knowledge about Databases technologies backgrounds (SQL Server, Oracle, DB2, MySQL / MariaDB, other structured databases)
  • Deep experience, developing and troubleshooting with Open Source technologies.
  • Experience designing and building Microservices.
  • Experience with Git.
  • Experience writing Infrastructure as a Code.
  • Programming & debugging experience
  • Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines
  • Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft
  • Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner
  • Ability to distill, prioritize and act on feedback from a variety of sources
  • Ability to communicate with a variety of different audiences and strong presentation skills
  • Ability to match technical solutions with customer business requirements
  • Ability to lead and motivate technical communities
  • Ability to effectively recognize and adapt to change
  • Education

  • Bachelor's degree in Computer Science, Information Technology, Engineer or related fieldpreferred
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