Partner Support Engineer
Core
Resolve complex technical issues and support escalations for enterprise partners, acting as the first point of contact to ensure accurate case coding and high partner satisfaction.
Role type
Senior IC technical support engineer
Builds
Partner support experience and resolution workflows
Domain
Enterprise software support
Deliverable
client delivery
Required skills
technical troubleshooting, escalation management, case coding, root cause analysis, cross-team collaboration, action planning, stakeholder communication
Preferred skills
upskilling, project engagement, digital self-help initiatives
Technologies
delivery tools, processes, methodologies
Responsibilities
Review, scope, investigate, advocate for, and solve customer challenges/issues; Support escalations and queries from Frontline Delivery Partner Advocates; Follow up consistently and develop action plans for resolving customer escalations; Identify cases that require escalation (either technically or strategically); Participate in assigned workspace and center of excellence to maintain strong communication, readiness, and collaboration among fellow workspace colleagues.
Seniority
Mid-level, hands-on IC
