Partner Technical Lead

As a Partner Tech Lead you will work through Escalation Service EE’s, MSN PM’s, Product/Service Groups to isolate and resolve issues through root cause analysis and/or escalation management. You will be required to solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty.  Frequently, these problems will not only be technically complex, but also may be politically charged situations requiring the highest level of customer and situation management skill. Candidates must have sufficient technical depth to communicate effectively at a peer level with partners, development and other internal organizations. Must have the ability to work with minimal supervision.  Candidates must have the ability to work independently and as part of a team.  Demonstrate knowledge of Broadband, Mobile, Dial up and other ISP delivered technologies. In addition to issue isolation, you will be responsible for developing and leading the definition of structured content solutions to help prevent common resolvable customer escalations, isolating service errors that inhibit customer use, and building solutions to help front line support agents deliver higher quality support. Candidate must possess a basic understanding of operational metrics and the ability to influence Service Level, MPI and CSAT improvements through coaching, calibrations and mentor calls. Primary responsibilities require you to represent Microsoft and MSN with Partners, Partners customers via telephone, written correspondence, through on-line services, and face to face meetings regarding technically complex service issues.  In addition, you will communicate and work with strategic MSN service partners in the isolation and management of critical customer issues through a variety of enterprise partner service channels. You will be required to maintain a strong working knowledge of pre-release services and assist in the service improvement efforts for key service areas.  You will also be responsible for the development of complex and detailed technical documentation for existing and new services. This job may be required to travel to international support vendor sites and will also require 24x7 availability. Contacts:Frequent contact with consumer customers, network and service operations staff, product development teams, internal business partner teams, strategic MSN enterprise partner organizations, and support staff in global locations. This description has been designed to indicate the general nature and level of work performed by employees within this position.  The actual duties, responsibilities, and qualifications may vary based on assignment or group. Basic QualificationsPrior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an on line service or network communications.Strong knowledge and demonstrated proficiency in Microsoft Excel is required.MCP certification4 year of product support experience Preferred QualificationsThe ideal candidate will have a four year degree in C.S. or E.E., strong prefer a degree MCSE is srongly preype Strongly prefer MCSE A strong understanding of basic operational support center metrics (MPI, AHT, Forecasting and SL) MCP certification as an MS Systems Engineer is strongly preferred.Strongly prefer Programming and debugging skills, preferably in C, as well as the ability to read and analyze network traces.Work experience with  tech support operational metrics,  Customer Sat, MPI’s,  SLA’s. Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website. Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce. ;