Partner Support Engineer

** Overview*
* 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 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.

** Responsibilities*
* 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 good 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 good 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…