Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a Supplier or Delivery Partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management.
They are expected to contribute to technical expertise and issue resolution globally.
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 Azure IoT Product Group. You will have the following key responsibilities:
* Team Readiness & Developmentyou 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 Activitiesmentor Delivery Partner’s engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
* Supportability Activitiesyou 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 Improvementcollaborate with stakeholder teams providing product and process feedback.
* Triage Meetingwith 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 AI, ML & IOT 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.
Typical task breakdown and operating rhythm
Team Readiness & Developmentyou 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 Activitiesmentor Delivery Partner’s engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
Supportability Activitiesyou 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 Improvementcollaborate with stakeholder teams providing product and process feedback.
Triage Meetingwith 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 AI, ML & IOT domain
Prepared to occasionally engage directly with customers to help facilitate complex technical issues resolution as appropriate.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
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Required Skills & Experience
2+ years of experience with Microsoft Azure Platform (mandatory)
1+ years of experience Azure IoT (Internet of Things)
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
Familiarity with embedded developmentC, C++
Nice to Have Skills & Experience
Previous experience as a Team Lead, Mentor or Technical Advisor
Azure certifications
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Tagged as: "AI", "Blockchain", Emerging Technologies, IoT
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