Customer Engineer
Hong Kong, Hong Kong SAR

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.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.


  • Act as the customer lead for Proactive and reactive service delivery for SfMC accounts.
  • Responsible for creating SfMC lifecycle technical documentations, custom IP and education sessions for the customers.
  • Use interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and other internal stakeholders.
  • Maintain strong relationships with customer contacts to ensure high customer satisfaction.

  • Work on technically complex advisory and reactive issues about Microsoft software products and manage relationships with those customers.
  • Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer handling skills.

  • Analyze trends and mitigate customer pains. 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 GCR countries for assigned SfMC customer accounts to conduct SfMC lifecycle related assessments and reviews, to ensure timely delivery (up to 15%).
  • 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 interaction with other engineers to provide technical action plans for, or take ownership of challenging issues.

  • Close collaboration with other technical teams at Microsoft to deliver solutions to customer issues. Potential to work directly with the product group development teams to obtain product design information or isolate both bug and non-bug related 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.
  • Demonstrated 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.
  • Qualifications

    Exchange & O365 & TEAMs

  • Solid industry experience with Microsoft Server products and extensive experience with Teams, Exchange Server 2013 / 2016 on-premises / hybrid scenarios and Office 365 (including migration scenarios)
  • Office 365 and Exchange Online knowledge with proven historical record of delivering business outcomes
  • Good understanding of related technologies Active Directory, Networking, IIS, .Net etc ) and 3rd party applications such as Load Balancers, Firewalls, Anitvirius and Antispam and virtualization solutions.
  • Experience with supporting, planning and implementation of Teams and Office 365 products including Enterprise Voice, Conferencing, client connectivity, UM and other online features
  • Experience with supporting, design and implementation of migration scenarios from on-premises to hybrid / online for Exchange environments.
  • knowledge of Windows Architecture and Internals Processes, Threads, Memory Management, Networking, Kernel Architecture) and ability to traverse through source code
  • Solid understanding of client / server, networking, and Internet technologies fundamentals.
  • Experience with design, implementation, and optimization of Lync / Skype and Exchange technologies
  • Working experience with Hybrid Directory Services technologies including ADFS and Azure AD
  • Working knowledge Office 365 and EXO product capabilities, troubleshooting, and monitoring tools
  • Experience with troubleshooting, configuring and supporting Hybrid scenarios
  • Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
  • Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs;
  • this may involve writing code.

    Cloud Platform ( Azure focus) :

  • Azure and Cloud (IaaS, PaaS) solution knowledge with proven historical record of delivering business outcome
  • Azure Active Directory
  • o AAD Connect, Azure MFA

  • Active Directory and related technologies :
  • o Active Directory Site Topology best practices

    o Distributed File System Replication / Namespaces

    o Group Policy

    o DNS (and specific relevance to Active Directory)

  • Azure IaaS (networking, VMs, ExpressRoute), RBAC
  • o ASM and ARM

  • Active Directory Federation Services (ADFS) and Web Application Proxy
  • Strong troubleshooting skills and experience : Application of tools such as Perfmon, Message Analyzer, WPT
  • Certificate Services and the troubleshooting of certificate issues
  • SQL Server knowledge will be much preferred
  • o SQLOS (SQL 2012 / 2014 / 2016 and above)

    o OLTP workload performance bottleneck analysis and fine-tuning

    o Data analytics products (Power BI, SSRS, SSIS)

    o Design and optimize High Availability, Disaster Recovery solution

    o Scalability features and supporting architectures

  • MDM (Intune) knowledge will be preferred.
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