Responsibilities

The Partner Technical Advisor (PTA) is responsible for ensuring the technical readiness and maintaining the technical wellness of the support engineering staff at different Microsoft’s Delivery Partner sites. You will deliver unique value by leading engineers in terms of their technical capabilities, case management and customer wellness.  Your focus is to support Microsoft Azure in Enterprise environments. As a Partner Technical Advisor, you will represent Microsoft in communications with Delivery Partners via phone, email, or web to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships while effectively managing challenging situations and driving customer success. 

Key Responsibilities include:

•Work to understand the customer engagement process and with engineer directly to gather inputs on symptoms
•Provide consulting, resolution advice to Delivery Partner that will improve the customer experience. Offer technical guidance to others and share technical expertise.
•Ensure on-the-ground Delivery Partner engineer support related to resolution of customers technical issues. Assist in customer escalations and help solve complex technical problems.
•Proactively perform case reviews and customer wellness. Recommend case escalation as appropriate and per established guidelines.
•Monitor and evaluate Delivery Partner performance and technical readiness and evaluate and contribute to improvement in Delivery Partner support engineer quality.
•Review and provide gap analysis on proposed Delivery Partner support engineer experience. Assist with developing training plans for Delivery Partner support engineers based on skills gap analysis, product needs, etc. Ensure Delivery Partner readiness and coordinate with Release Excellence on release management plans for Delivery Partners.
•Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material.
•Drive implementation of improvement initiatives from the Delivery Excellence team
•Drive awareness on opportunities for training, content, tools, process. 

Qualifications

Required Qualifications:

• At least 2 years experience working on Azure Networking related areas (Application Gateway, VPN Gateway and Firewall).

• At least 2 years experience in a customer facing or customer support role with troubleshooting and problem-solving experience in a team environment.
• At least 2 years experience with systems administration, network administration, IT administration, systems development, network operations, software support, IT consulting or related.
• Experience mentoring others.

Preferred Qualification:
• Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.
Experience - Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Technical Support Pods
• Proven ability to lead people to achieve success
• Familiarity with Azure and/or compete cloud products
• Strong customer service, communication, problem-solving and interpersonal skills
• Problem-solving skills
• Self-motivation and an ability to use initiative
• Self-motivated and directed.
• Proven ability to lead people to achieve success. 
• Capacity to deal with difficult customers and ability to thrive in ambiguitLanguage -

•Proficiency in the English language, written and spoken (including technical writing)

This position may require you to work a rotational On-Call schedule, evenings and weekends shifts. Please note that shifts might change according to business needs.

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.

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.