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Job Title

Azure Developer – Browsers Partner Technical Advisor

Department

Customer Support

Level

Intermediate to Senior

Location

Amman, Jordan

Role Description

A Partner Technical Advisor (PTA) is a service delivery-focused subject matter expert. You will be adding
value by collaboratively helping solve customer problems, by providing proactive support advice,
contributing to product quality and enhancements by organizing or delivering readiness activities to
develop engineers and create self-help assets to broadly reach more customers. You will be
responsible for incident metrics such as customer satisfaction (quality of the support experience),
frontline engineer technical readiness and process compliance. As a PTA, you will provide in-depth
technical and subject matter expertise for one or more services or scenarios. Your 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 SME mentorship, readiness, and escalation
management. You will contribute to technical expertise and issue resolution globally.
Responsibilities
• Provide technical and SME coaching for delivery partner (DP) engineers and advocates.
• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness
gaps, ensuring findings and remediations are shared across delivery partners and LOBs, as applicable.
• Own case management duties (incoming inspections, escalations, tech reviews, triage, wellness,
reduced time to… measures)
• Provide readiness content (identify the need for and create content; contribute to readiness efforts).
where you are the Subject Matter Expert (SME).
• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
• Contribute to supportability activities (case analysis, case pattern recognition, deflection).
initiatives, and other supportability improvements working with stakeholders, like supportability
Program Managers)
• Release Management and Deployment for Delivery Partners (ensure it happens; do not own directly)
• As a technical program SME, collaborate with all stakeholders to identify and recommend technical
program process and tool opportunities, leading with innovation within their scope, and prioritizing
needs when beyond.
• Provide frontline technical or sales operations oversight to delivery partners.
Optional (people in this role may perform these duties; they can vary by line of business).
• Provide frontline operations metrics oversight.
• Participate in DP ROB (WBR, QBR, MBR)
• Participate in product group triages (coordinated with Eng. and Service TAs)
• Approval of escalations to product groups on behalf of DP (known as ICMs, bugs, or similar) varies by
SBU) Drive Down Speed or Time to Competency for DP Resources
• Participate in technical and SME interviews for new PTA hires.
• Direct Customer Contact (to support frontline engineers; periodic case ownership to maintain
technical expertise)
• Run a non-top box and deviation analysis (including approval).
• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be
workload or specialty specific.

Required Skills

• 3+ years of technical customer support experience or software development
experience.
• 3+ years of technical experience in any of the following:
Technical expertise (required in one or more of each area)
• Experience with administering client devices, including policy management, networking, and
software troubleshooting.
• Hands-on troubleshooting and development experiences on modern browsers: e.g.,
Internet Explorer, Edge Chromium, Google Chrome, Firefox, etc., be aware of their
differences and unique features.
• Knowledge of frontend webapp programming and debugging: HTML, JavaScript, and CSS.
• Good understanding of the standard networking protocols: HTTP, FTP, TCP/IP, DNS, DHCP,
SSL.
• Excellent problem-solving and troubleshooting skills, with the ability to use various data
collection tools and methodologies to analyze problems, determine root causes, and develop
solutions.
Experience with:
• Leveraging the various troubleshooting and debugging tools (e.g., Process Monitor, Process Explorer,
Fiddler, Network Monitor, WireShark, Windbg, etc.) to diagnose and address the complex issues.
• Excellent communication to have comfortable conversations with the customers: create clarity, make
yourself understood, avoid the confusion, and be confident under pressure.
• A basic understanding of Web servers like IIS, WRT configuration, deployment, etc. is a definite plus.
A good understanding of the concepts of operating systems and networking is required.

Qualifications & Certificates

Language Qualification:
Fluent in English
Any other European language at fluent level is a strong advantage.