449/2023 - Microsfot - 3 x Partner Technical Advisor - Out 2023

3 x Partner Technical Advisor

Deadline: ASAP

Rate: De acordo com a experiência, vamos apontar para 300

Local: Lisboa- Hibrido

Contexto:

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.

Requirements

Responsibilities

As an Partner Technical Advisor (PTA), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Team and a virtual member of the Cognitive Services (Azure OpenAI) & AML Product Group. You will have the following key responsibilities:

• Team Readiness & Development – you will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.

• Case Management (Delivery Excellence) – you will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.

• Managing Collaborative Activities – mentor Delivery Partner´s engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).

• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.

• Process Improvement – collaborate with stakeholder teams providing product and process feedback.

• Triage Meeting – with your expertise on the product, you will be involved in Triage Meetings with Product Groups

• Escalation Point from Delivery Partners engineer´s to the Product Group teams

• Drive Initiatives with Delivery Partners to promote Delivery Excellence on the AI, ML & IOT domain

• Prepared to occasionally engage directly with customers to help facilitate complex technical issues resolution as appropriate.

Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely to the engineer´s, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers inside the organization (with Subject Matter Expert´s, Embedded Escalation Engineer´s and Technical Advisor´s), leveraging those relationships to impact key business results.

Qualifications & Experience

Work Experience​
•3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.

•2+ years of experience with Microsoft Azure Platform (mandatory)

•1+ years of experience Microsoft Cognitive Services (familiarity with Azure OpenAI)

Or (only required 1 of the services)

•2+ years of Azure Machine Learning

Addon Qualifications:

Development/Coding:

•Familiarity with C#, JAVA, .NET, PowerShell, CLI, Cognitive Services and/or AML

•Familiarity with workflow automation tools like Power automate, Azure automation etc.