Partner Technical Advisor - Networking

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Readiness Development 

• Monitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners. May work with various teams to optimize the curriculum by reducing the delivery time or enhancing the material. Contributes to the creation and implementation of readiness plans and content in collaboration with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team). Performs technical mentoring of others to share technical expertise. Serves as subject matter expert in specific area (e.g., performance, connectivity) and displays readiness for area globally. Contributes to the success of the team by providing mentoring, coaching, and role readiness training. 

Case Management (Delivery Excellence) 

• Performs thorough case reviews and customer wellness checks. Ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes. Ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners. 

Managing Collaboration Activities 

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion. 

Supportability Activities 

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups, including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming or emerging issue, and other operational processes to ensure the right individuals and resources are in place to resolve issues in a timely fashion. Collaborate with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency. 

Process Improvement 

• Helps drive and land top priorities by working with managers, engineers, Serviceability team, and other stakeholders (internal and external) to improve current processes. Serves as an early warning system, notifies appropriate impacted audiences, and makes recommendations on how to fix it. Improves existing troubleshooting workflows and may partner with engineers to develop new troubleshooting tools. Generates process improvement ideas by analyzing trends (e.g., case types, volumes). Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Evangelizes processes and process improvements. 

Other

• Embody our and