Senior Service Engineer Job in Vancouver for Microsoft Canada | Jobs.ca
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Senior Service Engineer

August 8 2022
Industries IT: Software
Categories Engineering
Vancouver, BC

Do you want to be at the center of the three Microsoft cloud empowering customers and partners to secure their environments to realize the full value of Microsoft cloud services? Are you looking for an Engineering role where you can interact directly with customers, help them transform their cloud-enabled businesses, and drive improvements to the product?

Are you customer-obsessed, and focused on enhancing customer experience? Are you passionate about learning and love the challenge of solving the most complex technical problems? Come join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.

We are the Azure Identity Advanced Cloud Engineering team (ACE) – a global organization responsible for managing and securing the Identity and Access Management platform for millions of Microsoft cloud users every day.

Our team operates like a startup within Identity Engineering. We respect all points of view and appreciate the value of diversity. We define ourselves as customer obsessed, forever leaners, and passionate about technology. We partner closely with account teams, engineering, program managers, and other roles to provide our managed customers an outstanding experience with Identity solutions and support.

About the role:

As a Senior Service Engineer in Advanced Cloud Engineering team, you will work with customers and Program Managers to deploy Identity and Access Management solutions, pro-actively monitor customer health, and own the customer experience with Support.

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 solve problems, analyze data, and partner with others to continuously improve the customer experience.

Trusted Advisor:

  • Develop and expand existing relationships with key business stakeholders and technical decision makers. Influence customers in technical and architectural areas related to Identity and Access Management.
  • Partner with Go to Production Program Managers and other roles to pro-actively drive the adoption of Microsoft Identity technologies, preventing issues from becoming a crisis.
  • Anticipate, identify, and remove technical blockers (e.g., changing configurations, feature deprecation, etc.) through regular technical reviews and check-ins to accelerate Identity implementations.
  • Proactive monitor customer health by leveraging service monitoring tools and other data mechanisms.

Improve customer’s experience with Support:

  • Directly engage and support top customers to resolve complex and critical Identity issues.
  • Share support insights and recommendations with engineering, customers, and account teams to prevent repetition of issues.
  • Be the Voice of the Customer; Share insights and best practices and connect with Engineering teams to remove blockers.
  • Experiment with new support delivery approaches and tools that can be scaled out to other teams around the world.

Thought Leadership:

  • Act as a mentor to multiple peers and lead initiatives to drive customer loyalty, improve processes, and efficiency.
  • Proactively seek opportunities to drive customer success results by collaborating with multiple teams.
  • Partner with engineering on new features design and testing to ensure customers have a solid experience with the product.
  • Go technically deep across multiple Identity and Access Management technologies.

Team members may be required to adjust working hours according to business needs, including weekends, and participation in On-Call rotations.

Please reach out for an informational and tag your email with #knowidace. By applying to this role, you might be considered for multiple opportunities within the team.

Required Qualifications:

  • 5+ years’ experience in technical roles such as cloud support, technical delivery of cloud solutions and/or Cloud Solution Architecture
  • Experience directly engaging and building customer relationships across technical and business roles.
  • Proven track record in mastering new technologies and understanding market and relevant cloud trends.

Preferred Qualifications

  • S./B.A. Degree in Computer Science, Engineering or Equivalent Experience.
  • Certification in Microsoft and/or competing Cloud Technologies is desired.
  • Strong experience in one or more of the following cloud computing technologies:
    • 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.

Ability 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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

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