Customer Experience Architect

hace 5 días


San José, San José, Costa Rica Microsoft Corporation A tiempo completo

Empowering Every Person and Organization

At Microsoft, we believe that technology should be accessible and inclusive. Our mission is to empower every person and every organization on the planet to achieve more. We strive to create innovative solutions that make a positive impact on people's lives.

Technical Partnership Role

We are seeking a highly skilled Partner Technical Advisor to join our team at Microsoft Corporation. In this role, you will provide technical guidance and support to our delivery partners, ensuring they have the necessary expertise to deliver exceptional customer experiences.

Main Responsibilities:

  1. Technical Coaching: Provide expert coaching to Delivery Partner Engineers and Advocates, helping them develop their technical skills and stay up-to-date with the latest technologies.
  2. Partnership Collaboration: Work closely with the Support Delivery Manager and CSS Training teams to address readiness gaps, share findings, and implement remediations across Delivery Partners and Lines of Business.
  3. Case Management: Own case management duties, including incoming inspections, escalations, tech reviews, triage, wellness, and reduced time-to-measures.
  4. Readiness Content: Develop and maintain readiness content, identifying needs and creating materials, as well as contributing to readiness efforts as a Subject Matter Expert (SME).
  5. Collaboration Activities: Manage collaboration activities, including reactive and proactive initiatives, cross-team efforts for complex cases, and overall process improvement.
  6. Supportability Activities: Contribute to Supportability activities, analyzing cases, recognizing patterns, deflection initiatives, and other Supportability improvements working with stakeholders like Supportability Program Managers.
  7. Release Management: Ensure release management and deployment for Delivery Partners, collaborating with stakeholders to identify opportunities for technical, programmatic, and tool-based enhancements.
  8. Frontline Oversight: Provide technical and sales operations oversight to Delivery Partners, ensuring they have the necessary expertise to deliver exceptional customer experiences.

Optional Responsibilities:

  1. Frontline Operations Metrics: Monitor and analyze frontline operations metrics, identifying areas for improvement and implementing changes to enhance customer satisfaction and experience.
  2. DP ROB Participation: Participate in Delivery Partner Review Boards (WBR, QBR, MBR), providing input and insights to ensure successful partnership outcomes.
  3. Product Group Triages: Collaborate with Engineering and Service TAs to participate in Product Group triages, resolving issues and improving product quality.
  4. Escalation Approval: Approve escalations to Product Groups on behalf of Delivery Partners, driving down speed or time-to-competency for DP resources.
  5. New Hire Interviews: Participate in technical and SME interviews for new Partner Technical Advisor hires, ensuring they meet the necessary qualifications and competencies.
  6. Direct Customer Contact: Engage in direct customer contact to support frontline engineers, maintaining technical expertise and resolving customer issues.
  7. Non-Top Box Analysis: Conduct Non-Top Box analysis, including approval, to identify areas for improvement and drive business growth.
  8. Community Building: Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA), fostering knowledge sharing and best practices.

Required Qualifications:

  • At least 3+ years of experience managing or mentoring individual contributors.
  • Linux OSS familiarity, including shell environments, file systems, network device configuration, LAMP, and core OS services.
  • Operating System/Virtualization understanding, including LDAP, security, OS internals, virtualization concepts, and cloud experience.
  • Fluent English language skills, reading, writing, and speaking.
  • Preferred Qualifications: Bachelor's degree in Computer Science, Engineering, Math, or equivalent experience; technical proficiency in Azure technologies; proven ability to lead people to achieve success.

About Our Company

Microsoft Corporation is a global leader in the tech industry, committed to empowering every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.

Why Join Us?

You will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will contribute to the development of innovative solutions that make a positive impact on people's lives. You will have the chance to grow your skills and career in a dynamic and supportive environment.



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