Partner Support Escalation Engineer
About the Role
MCAPS-Core accelerates customer outcomes and business growth by uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage.
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, collaborate and share knowledge with each other, and 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. Our culture is built around attributes that drive our every decision and action: Customer Obsession, Growth Mindset, Diverse & Inclusive, One Microsoft, and Making a difference.
Responsibilities
This is a Partner Support Engineer (Support Escalation Engineer) role focused on helping Partners with issues associated with the Microsoft AI Cloud Partner Program.
- 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
- Follow up consistently and intentionally, and develop 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, 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
Qualifications
Required:
- 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
Preferred:
- Experience in one or more of these areas: Microsoft AI Cloud Partner Program, Microsoft products and services
Pay
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.