ResponsibilitiesThis is a Partner Support Engineer (Support Escalation Engineer) role which will be focused on helping Partners with issues associated with the Microsoft AI Cloud Partner Program.
The daily responsibilities will include the following: - Review, scope, investigate, advocate for, and solve customer challenges/issues, collaborating within and across teams
- Support escalations and queries from Frontline Delivery Partner Advocates with professionalism, timeliness and excellence.
- Match the urgency of the customer and always maintain calm, professional attitude, functioning as the face of Microsoft and the Microsoft AI Cloud Partner Program
- Consistently leverage delivery tools, processes, and methodologies to ensure the best possible partner experience and accurate case coding
- Follows up consistently and intentionally, and develops action plans for resolving customer escalations
- Help drive partner satisfaction by providing accurate information, prompt callbacks, and timely follow-ups on all action items
- Communicate effectively and leave a great impression as the first point of contact
- Provide end-to-end management of Microsoft Partner requests and remove as much effort from the partner experience as possible
- Speak enthusiastically about the Microsoft AI Cloud Partner Program and develop an understanding of partners and customers' needs for both immediate issue resolution as well as future hurdles to overcome and opportunities available
- Accurately route/hand off to other Microsoft services/teams if needed and, typically, as a last resort. If a "misroute" is received, goal should be to understand why, how to uptrain if other skills are needed or how to address root cause to minimize partner bounce up front
- Identify cases that require escalation (either technically or strategically)
- Participate in assigned workspace and center of excellence to maintain strong communication, readiness, and collaboration among fellow workspace colleagues.
- Engage as needed in projects and initiatives to support the business, digital self-help, and the overall partner support experience
QualificationsRequired Qualifications:Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
OR 5+ years of technical support, technical consulting experience, or information technology experience
OR equivalent experience
Additional Preferred Qualifications:Experience in one or more of these areas is desirable:
- Microsoft AI Cloud Partner Program
- Microsoft products and services
Other Requirement: 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.
Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.
Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $86,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $113,300 - $187,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
