Partner Support Escalation Engineer

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. 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, driving growth that outpaces the market.

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 share knowledge 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 customer’s 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.

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.

This is a Partner Support Engineer (Support Escalation Engineer) role which will be focused on helping Partners with issues associated with the Microsoft AI Cloud Partner Program.

The daily responsibilities will include the following: 

• 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
•  Follows up consistently and intentionally, and develops 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, goal should be to 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

Required Qualifications:
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

Additional Preferred Qualifications:

Experience in one or more of these areas is desirable:

• Microsoft AI Cloud Partner Program
• Microsoft products and services

Other Requirement: 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.

Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States  government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. 

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. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.