Are you looking to grow and expand your technical, customer and soft skills? Do you dream of working with the product groups at Microsoft to influence future product design on behalf of the customer?
Then this might be the team you are looking for. At Support for Mission Critical (SMC), we do all the above and have fun while delivering true mission critical support to top tier Microsoft customers.
As a Premier Field Engineer (PFE) for Support for Mission Critical (SMC) customers, you will represent Microsoft, deliver SMC services and communicate with corporate customers regarding escalated problems in Microsoft products and services, while managing relationships with SMC customers.
The role offers flexibility to work from home (except when travel for work needed and meetings where onsite or presence at work is preferred).
Act as the customer lead for proactive and reactive service delivery for SMC accounts;
Responsible for creating SMC lifecycle technical documentation, customer specific training documentation and custom customer education sessions;
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, TAMs, DSEs and account executive management;
Maintain strong relationships w / customer contacts to ensure high CPE;
Develop custom scripts to monitor or fix issues, or create customer specific KBs to mitigate customer pain longer term;
this may involve writing sample code or new IP development type of work;
Manage crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24X7 on-call rotation model;
Available to travel within the LATAM for assigned PMC customer accounts to conduct PMC lifecycle related assessments / reviews, to ensure timely delivery (up to 25%);
Lead regular triage meetings to share lesion learned with customers, engineers and TAMs, and defines mitigation strategies to ensure customer solutions run efficiently;
Share lessons learned with customers, engineers and account managers. Define mitigation strategies to ensure customer solutions run efficiently;
Working in a team environment to collaborate and / or lead efforts from resolving customer issues to helping define long term strategic goals;
Daily intereaction with other engineers to provide technical action plans for, or take ownership of challenging issues;
Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level;
Create technical content including knowledge base articles, whitepapers, training documents, etc;
Demonstrate leadership skills and strong communication and interpersonal skills;
Develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes;
Collaborate with other technical teams (EE, PFE, TAMs, Dev. & MCS architect) at Microsoft to deliver product and solution level support;
Train and mentor others, across regional and global team and help with onboarding of new engineers.
3 years of industry experience assessing complex, business critical Dynamics 365 Customer Engagement and / or Microsoft Dynamics CRM environments against Microsoft good practices & supporting customers as they go-live and operate their D365 CE / CRM solution
Knowledge with tools commonly used to manage complex D365 CE / CRM implementations, such as DIXF (Data Import Export Framework), IDMF (Intelligent Data Management Framework), AIF / WCF Services and will be comfortable advising customers on topics such as data management, performance tuning, X++ development practices, upgrades and infrastructure sizing
Deep understanding of related Microsoft technologies, including SQL, SSRS / SSAS, SharePoint, Visual Studio and TFS
Accreditations / knowledge of Microsoft D365 CE / CRM deliveries that review performance, supportability, infrastructure design and customizations, or be willing and able to become accredited following hire;
Experience working with SQL Server 2008 / 2012 / 2014 / 2016 products, DBA, design, implementation, DB analysis, SQL Performance tuning, and optimization;
Experience with high availability / disaster recovery solutions such as failover clustering, database mirroring, always on, availability groups, and replication, etc;
Strong troubleshooting skillset in SQL server including, but not limited to, performance tuning, optimization, and security models;
Knowledge on data engine / storage / DB mirroring / replication and linked servers;
Practical experience designing / building large OLTP DB systems;
Use trace analysis, debug skills, source code and other proprietary tools to analyze problems and develop solutions to meet customer needs (this may involve writting code);
Required Qualifications (all roles) :
3+years of experience as a service engineer, systems engineer, or otherwise supporting or implementing Dynamics CRM or SQL server;
3+years of technical expertise in an enterprise environment;
Proficient in both speaking and writtng english and spanish;
Key Skills & Knowledge :
Strong problem-solving and technical leadership skills ;
Works well in a global team environment ;
Excellent Communication Skills - presentation and written English ;
Effective learning skills, desired background in Microsoft technologies ;
Candidates with Microsoft Service, PFE or DSE (Premier Field Engineering) experience will be preferable;
Ability to take on internal initiaves to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus;
Preffered : Bachelir's Degree in Computer Science, Computer Information System, Math, Engineering, Business or related field
Bachelor's Degree in Computer Science, Computer Information System, Math, Engineering, Business, or related field
Intermittently up to 25%, there will be business need to travel domestically within LATAM
Desirable certifications :
MCSE / MCSD / MCPD, vendor qualifications or other advanced professional qualifications
ITIL Certification or equivalent experience
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.
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.