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 Azure AI 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

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

or

•3+ 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