layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Partner Support Engineer at Microsoft

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 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 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

Partner Support Engineer

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Equal opportunity and accommodations

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