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Microsoft Corporation Customer Engineer - Azure for Operators in Cambridge, Massachusetts

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.

Azure’s core priority is to be world's most trusted, secure, and global cloud and a great place for people to work. Azure for Operators is building a team to help mobile operators take advantage of the innovation unleashed by the introduction of technologies such 5G, Software Defined Networking / Network Function Virtualization, Edge Compute and the next generation Internet of Things.

We’re growing our Azure for Operators Customer Success team. The Azure for Operators team deploys Microsoft and partner products to provide next generation services in over 1000 carriers’ networks.

Customer Engineers (CEs) are deep technical advisors supporting customers to deliver unique value by collaboratively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and become imbedded network experts and customer advocates of our customers unique & expanding networks. Customer Engineer services can be delivered either remotely or on-premises.

This position serves as a dedicated Customer Engineer as part of a broader team supporting & testing at Tier 1 mobility customers.

An ideal candidate for this role has experience in deeply technical roles, support experiences 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.

Team members may be asked to adjust working hours according to business needs, including weekends, participation in on-call rotations and travel to customer sites.

Responsibilities

The Impact You’ll Be Making

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.

  • 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.

  • Become subject matter expert in customer’s networks

  • 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.

  • Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.

  • Demonstrated Self Learner

Qualifications

Who We Are Looking For

Experiences Required: Education, Key Experiences, Skills and Knowledge:

  • Analytical Problem Solving

  • Building Customer/Partner Relationships

  • Product & Technology Expertise

  • Leadership

  • Value Selling

  • Bachelor’s Degree (B.S./B.A.) or equivalent

  • 5+ years’ experience in deep technical role in Technical Support, Consulting, Development, in service provider domain with hands-on knowledge of 3GPP, routing & switching, virtualization, Linux.

Preferred (Optional-Additional) Qualifications

  • Multiple Certification in Microsoft Azure and/or competing Cloud Technologies/Virtualization.

  • Expertise in two or more of the following mobility technologies:

  • 2G, 3G, 4g/LTE, 5G/CUPS and associated external interfaces, PCRF/OCS, HSS/HLR, VoLTE, VoWifi, ePDG, GiLAN/Proxy

  • Expertise in deploying and troubleshooting hypervisors like Azure, VMWare, Openstack, and KVM.

  • Experience with scripting languages (Python, etc.)

  • Expertise on routing protocols like OSPF, BGP, etc.

  • Hands-on knowledge on troubleshooting Linux based systems.

  • Experience with Kubernetes and Dockers

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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