Aptly Technology - Partner Technical Advisor - Cloud Computing (4-5 yrs)

Responsibilities :

- Proactively work with delivery partners to enhance their technical understanding and capabilities related to Microsoft Azure, particularly in the areas of subscription management, billing, and account/portal administration.

- Identify technical readiness gaps within partner teams and contribute to the development and delivery of targeted training and enablement resources.

- Stay up-to-date with the latest Microsoft Azure features, updates, and best practices to effectively advise partners.

- Serve as a primary point of technical contact for our delivery partners, assisting them in resolving complex technical issues related to Microsoft Azure subscriptions, billing, accounts, and the Azure portal.

- Leverage your deep understanding of Azure to troubleshoot issues, provide effective workarounds, and guide partners towards permanent solutions.

- Effectively manage and prioritize partner support requests, ensuring timely and accurate responses.

- Identify and nurture technical leads within our partner organizations, providing them with guidance and mentorship to enhance their problem-solving and technical leadership skills.

- Share best practices and knowledge to elevate the overall technical competency of our partner ecosystem.

- Represent Microsoft professionally in all communications with our delivery partners via phone, email, and web.

- Foster positive and productive relationships with partner technical teams, building trust and rapport.

- Effectively manage challenging situations and navigate complex partner interactions with professionalism and empathy.

- Ensure partners are effectively managing support cases and maintaining a focus on customer wellness and satisfaction.

- Provide guidance on case management best practices and escalation procedures.

- Advocate for partner needs and provide feedback to internal Microsoft teams to improve products, services, and support processes.

- Contribute to the creation and maintenance of internal and external knowledge base articles, troubleshooting guides, and best practice documentation to empower partners and internal teams.

- Share your technical expertise and learnings with the wider PTA team.

Qualifications :

- Bachelor's degree in Computer Science, Engineering, or a related technical field.

- Proven experience (typically 3+ years) in a technical support, customer service, or technical advisory role, preferably within the cloud computing or enterprise software space.

Strong proficiency in Microsoft Azure, with a specific focus on :

- Azure Subscription Management : Deep understanding of Azure subscription structures, management operations, and best practices.

- Azure Billing Issues : Experience in diagnosing and resolving various Azure billing inquiries and challenges.

- Account & Portal Issues : Expertise in troubleshooting account-related issues, navigating the Azure portal, and resolving access and management problems.

- Excellent troubleshooting and problem-solving skills with a logical and methodical approach.

- Strong written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences.

- Exceptional customer service and interpersonal skills, with a proven ability to build rapport and manage relationships effectively.

- Ability to work independently and as part of a team, managing multiple priorities and deadlines in a fast-paced environment.

- A proactive and self-motivated approach to learning and continuous improvement.

- Strong organizational and time management skills.

Preferred Qualifications :

- Experience working directly with Microsoft partners.

- Familiarity with ITIL or other service management frameworks.

- Certifications related to Microsoft Azure (e.g., Azure Administrator Associate).

- Experience with other Azure services beyond subscription management, billing, and account administration