Partner Technical Advisor - Azure Networking

Customer Experience & Success • Do you want to empower every person and every organization on the planet to achieve more? • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.
In Customer Experience & Success, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.
Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.
Our culture is built around attributes that drive our every decision and our every action: • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted. • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things. • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included. • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers. • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.ResponsibilitiesCore (all people in this role perform these duties; depending on tenure some duties may be minimal
• Provide technical and SME coaching for Delivery Partner (DP) Engineers/Advocates• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.• Own case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to... measures)• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)• As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners
Optional (people in this role may perform these duties, can vary by line of business)• Provide Frontline Operations Metrics Oversight• Participate in DP ROB (WBR/QBR/MBR)• Participate in Product Group Triages (coordinated with Eng. and Service TAs)• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar - varies by SBU) Drive Down Speed or Time to Competency for DP Resources• Participate in Technical and SME Interviews for New PTA Hires• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)• Run Non-Top Box and Deviation Analysis (including Approval)• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.QualificationsRequired:

• 2+ years of experience managing or mentoring individual contributors
• 2+ years prior product, technical support customer facing experience
• Knowledge and experience with Microsoft Azure Architecture and Fundamentals of Azure Networking

Preferred:

• English Language: fluent in reading, writing and speaking
• Bachelor's degree in Computer Science, Engineering, Math, or equivalent's experience
• Conceptual knowledge of Azure IaaS deployments and administration
  Familiarity with OS Internals concepts, built-in diagnostics, Active Directory and Security (Windows and or Linux)
• Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Subscription Management and Billing Area
• Familiarity with Azure and/or compete cloud products
• Problem-solving skills
• Self-motivation and an ability to use initiative
• Self-motivated and directed
• Proven ability to lead people to achieve success
• Ability to work well in a highly collaborative team and in ambiguous situations

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.