Partner Technical Advisor - SQL Cloud
Microsoft
San Jose, San José, Costa Rica
hace 1 día

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

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.

Responsibilities

Readiness Development

  • Monitors and evaluates performance, supports readiness, and evaluates driver improvement in support quality for both internal teams and partners.
  • Works with readiness and training teams to optimize the curriculum, reducing the delivery time requirement, and to enhance the material.

    Performs technical mentoring of others to share technical expertise. 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 Collaborative 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

  • Drives implementation of improvement initiatives from the Delivery Excellence team. Ensures that engineers are following supportability processes / refining processes to enable engineers to identify and report supportability ideas / issues to product group.
  • Drives improvements on top pain areas by contributing and producing troubleshooting guides / readiness content to help with volume deflection.

    Identifies patterns of specific bugs in products and ensures they are handled with relevant product group team.

    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 develops new troubleshooting tools.

    Generates process improvement ideas by analyzing trends case types, volumes).

    Qualifications

  • Experience in mentoring, training and leading technical triages, as well as in reporting and analytic
  • Experience working with Cross-Function Teams
  • Comfortable with mentoring Junior Engineers.
  • Excellent Customer Service Skills
  • Experience in a customer facing or customer support role
  • Experience in troubleshooting and problem-solving role, handling technically complex scenarios and ability to reproduce issues
  • Experience in a Team Environment
  • Relevant industry's experience with Microsoft Server products (preferred)
  • degree in or or equivalent experienc
  • 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.

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