Partner Technical Advisor

Vendor-Engaged Partner Technical Advisor (PTA)

We are seeking an enthusiastic contractor to support Microsoft's Advertising Support Team (MAST) as a vendor-engaged Partner Technical Advisor (PTA). Microsoft Advertising is a global advertising marketplace that enables advertisers to achieve their business goals at scale with our competitive products, programs and services. With ambitious revenue goals and our use of AI to deliver a digital-first customer experience, our team empowers our global delivery partners to deliver world-class support so that Microsoft advertisers can maximize their revenue goals.

The PTA role is essential to our business success and the strong partnership we maintain with our Delivery Partners. PTAs are aligned to a core body of work and collaborate across our internal team, Microsoft partners, and Delivery Partner sites to deliver efficient, compliant, and scalable customer experiences. They work closely with Delivery Partners and internal Microsoft team members to enhance advocate readiness and ensure high-quality customer experiences across our products and services.

Top 3 Must-Have Hard Skills

• Customer support / advertising support / contact-center operations — 2-4 years (with a focus on support delivery and performance improvement).
• Microsoft Advertising, search advertising, or another online advertising platform — hands-on familiarity 2-4 yrs
• AI / Copilot tools, agent-assist, or similar platforms — hands-on experience 2-4 yrs

Typical Day in the Role

• Partner with Delivery Partner sites to run quality coaching and case reviews, identify gaps, and drive improvement plans that elevate the customer experience
• Act as the point of contact for case, technical, and executive escalations, resolving issues across delivery partners and internal Microsoft teams
• Keep internal and external documentation accurate, support advocate training and readiness, and audit AI/Copilot responses versus human responses to validate hand-offs and improve quality and resolution rates
• Monitor customer-satisfaction, case-resolution, and Copilot performance targets, and surface customer feedback and case trends into actionable product and process improvements

Purpose of the Team

The purpose of this team is to support customer service operations while improving the balance between AI-powered and human-supported customer experiences.

Key projects

This role will contribute to initiatives focused on optimizing customer support experiences, enhancing AI and Copilot-enabled workflows, and improving the interaction between automated and human-assisted support models.

Ideal Background of Candidates

2+ years of experience in customer support, advertising support, or contact-center operations, with a focus on support delivery and performance improvement. Familiarity with Microsoft Advertising, search advertising, or another online advertising platform (Microsoft Advertising or Google Ads accreditation a plus, not required). Bachelor's degree in business administration or a related field preferred; PMI or PMP certification preferred. Hands-on experience with AI/Copilot tools, agent-assist platforms, or similar programs is a strong plus.

Strong communicator who works independently, uses data to tell a story, and stays calm and professional in high-urgency situations.

Candidate Requirements

• Disqualifiers:

Candidate lacks flexibility to support collaboration across multiple time zones, including occasional early morning meetings (6:00-7:00 AM).

• Best vs. Average:

→ Able to support multiple time zones as needed

→ Advertising industry experience

→ Contact center quality management experience

→ Experience leveraging Copilot, AI, agentic tools, or similar technologies to support business processes and operational improvements.

Hard Skills Assessments

• Expected Dates that Hard Skills Assessments will be scheduled: ASAP.

• Hard Skills Assessment Process:
The assessment process will include two interview rounds. Two interviewers will participate in the initial round, followed by a final round with the hiring manager. Assessments will focus on behavioral questions and relevant professional experience.

• Required Candidate Preparation:
Ca…