Surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success! We are the Dynamics 365 Operational excellence team - a fast growing Engineering team of customer-obsessed individuals seeking engineers that enjoy solving complex problems and working with unique customers to improve the Dynamics customer support experience. The Business Applications Platform team within Microsoft develops the Dynamics and Power Platform family of products. This includes Dynamics 365, Power BI Business Intelligence tools, as well as the low code\no code products PowerApps, Power Automate and Power Virtual Agent. D365's Advanced Cloud Engineering (ACE) team provides relationship management and product engineering support to strategic U.S. Government customers (Fed/Civ, DoD, IC, DIB, SLG). We are fundamentally changing how we deliver world-class support to our top Dynamics and Power Platform customers and building a new ACE US Government support and operations team to do it. We are looking for a customer-obsessed Dynamics 365 ACE to help us reinvent customer support for our largest government customers. **Responsibilities** + Manage and directly support our top Dynamics Government Cloud Customers and facilitate solving critical and complex technical issues as part of a 24x7x365 global support delivery team. + Take your deep technical and product expertise and combine it with your understanding of our customers' needs to solve their complex business challenges and enable great Customer Experience. + Work with engineering teams to not only support but deliver solutions and new capabilities for our customers' most critical deployments. Relentlessly champion and advocate for our customers, in representing their issues to engineering teams and be a change agent to develop innovative ways to address their issues. + Ability to quickly identify customer sentiment and priorities and work with internal teams to meet those expectations. + Partner with front line support agents and engineering teams to quickly identify customer issues and deliver fast solutions. + Influence product design and feature changes, as a customer advocate within Product Engineering. + Own and drive the support relationship with a set of strategic US Government customers, creating extraordinary experiences, driving increased adoption and customer satisfaction. + Participate in recruiting and ramping up a US-based ACE team, tailored towards our top US Government customers. + Coach/mentor new hires. Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves. + Work with leadership on process improvement and strategic initiatives. + Own, manage and drive program initiatives + **This role may require shift work** : Ability to work shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays. **Qualifications** For this role, you are welcome to apply if you meet the following **Required Qualifications:** + 5+ years in a Technical or Customer-facing position. + Demonstrated experience in managing customer and internal expectations and driving initiatives across a program. + Understanding of cloud computing technologies. + Passion for customers and focus on delivering the right customer experience, with exposure to customer-side troubleshooting + Ability to learn new technologies in a fast-paced environment. While not required, we also look for the following **Preferred Qualifications** : + Understanding and demonstrated hands-on experience on Dynamics 365 Customer Engagement (CE), PowerApps, PowerAutomate and/or PowerBI desired. + Desired B.S./B.A. Degree in Computer Science, Math, Engineering, or related field. **Background Check Requirements:** The 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: + **Microsoft Cloud Background Check:** This position requires passing the Microsoft Cloud background check, upon hire/transfer and every two years thereafter. + **Citizenship Verification:** This position requires verification of US Citizenship to meet federal government security requirements. + **Criminal Justice Information Services:** This position requires passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies and across multiple states. This role requires candidates to maintain CJIS screening eligibility. Failure to maintain or obtain customer screening requirements may result in employment action, up to and including termination. + **DoD IT2 adjudication:** This position requires passing a detailed background and criminal history investigation and adjudication by a U.S. Federal government agency and coordinated by the Microsoft Security office. This adjudication is part of an Office of Personnel Management (OPM) level 3 background check. 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.
Source : Microsoft Corporation