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Part Time |
Lagos |
Posted 3 years ago |
JOB TITLE: Security Customer Engineer
JOB LOCATION: Lagos
JOB DETAILS:
- Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
- Security Customer Engineers (CEs) are deep technical advisors supporting Enterprise customers to deliver unique value by removing blockers to consumption for Security, Compliance and Identity.
- CEs provide technical support including risk assessments and tuning to operate and optimize a customer’s cloud or on-premise environment.
- The Customer Engineer provides pro-active support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the CSAM / account team. Customer Engineer services can be delivered either remotely or on-premises.
- Security CEs support customers in adopting an End-to-End Security strategy (e.g. Build Zero Trust Foundations, Modernize Security & Defend Against Threats, Secure Azure, Hybrid and Multi-Cloud, Protect and Govern Sensitive Data, Manage and Investigate Risks).
Responsibilities
Customer Impact – 40%:
- Participates in proactive delivery, spots performance issues, analyzes problems, develops solutions to meet customer needs (including skilling needs), represents them.
- Engages in strategic service delivery planning, in partnership with the account team, to strengthen targeted customer relationships and support accurate customer contactability for surveys.
- Gathers customer impressions of products and services and integrates this feedback into decision making and service delivery planning.
- Seeks information about the underlying needs of customers and recommends service delivery to meet those needs.
- Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.
- Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
- Provides the most effective method of service delivery by analyzing trends and common themes across customers.
- Builds plans that consider potential obstacles and immediate and long-term consequences.
- Demonstrates expertise in a specific solution, or several products, feature functions, or services.
- Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.
Business Impact – 40%:
- 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.
- Prioritizes Managed IP/Community IP re-use where appropriate to accelerate customer outcomes
- Contributes to IP creation and updates by identifying gaps through delivery
- Participates in relevant communities to share expertise and learn from others
Individual Impact – 20%
- Consistently applies “lessons learned”, model personal accountability & teamwork.
- Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
- Understands the portfolio of Support offerings and contribute & participate in customer and internal meetings to articulate value.
- Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.
- Demonstrates Self Learner mindset through alignment of individual skilling to team/area demands and continuous upskilling to align to Customer Success goals
- Ensures delivery meets / exceeds all operational excellence guidelines and best practices
Requirements
- Bachelor’s Degree in Computer Science, Engineering, Business or related field.
- Years Experience: 3 years in Security or 5 in systems development, network operations, software support, IT consulting
- Customer Focus
- Design Thinking
- Stakeholder Orchestration
- Solution Demonstration
- Problem Solving
- Trusted Technology Advisor
- Learning & Training
- Communicate Effectively
- Product & Technology Expertise
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Job Features
Job Category | Security Assistant |