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Partner Support Engineer, North America

Grow your career at Binary Tree! We are a fast-growing, award-winning company providing software and solutions to the rapidly expanding cloud and digital transformation markets. We offer competitive salaries, performance-based incentives, medical and dental insurance, a 401K plan with matching incentives and much more. Join our world-class team and grow your digital career.

About Binary Tree

Binary Tree provides software and SaaS solutions designed to enable enterprises everywhere to transform and manage change with the Microsoft cloud.  Through its business-first approach, Binary Tree has helped over 50% of the Fortune 500 and 10,000 global organizations to plan, modernize, and manage transformations that involve Microsoft 365, Office 365, Azure, business applications and merging organizations. The company is a Microsoft Gold Partner and a globally preferred vendor, with headquarters outside New York City and global offices in France, Germany, Singapore, Sweden and the U.K. For more information, visit www.binarytree.com

Role Description

Partner Support Engineers are responsible for leading the technical support efforts for our Focus Partners by delivering white glove technical support. This role provides partner channel support through communicating with internal and partner stakeholders, “interviewing” partners to gather pertinent case information, handling case triage, casing root-cause analysis, and responding to partner channel service requests when appropriate. The ideal candidate is expected to possess intimate knowledge of Binary Tree’s products as well as assigned partner technology environments in order to answer partner questions, diagnose environmental issues, and escalate product defects to the appropriate escalation team members to ensure a quality partner experience. This role must work effectively with little-to-no management oversight.

The strategic focus of this role is to deliver technical product expertise and support assistance to our Focus Partners, while providing targeted product guidance during partner enablement efforts when warranted. A key facet of this role is to become a trusted support advisor and product expert for our Focus Partners and serve as a key point of contact for support escalations during normal business hours. This role will coordinate closely with partner success managers to help build and solidify partner relationships. This may require software coaching for our partners so they become more self-sufficient.

Partner Management Duties and Responsibilities

  • Work closely with the Partner Channel stakeholders to ensure the teams are aligned; facilitate weekly meetings with Partner Channel team stakeholders; discuss ongoing open items and any escalations.
  • Facilitate introduction and regularly scheduled meetings with enabled key focus partner stakeholders to level set expectations; provide communication plans and workflows that clearly outline the process and how they can receive assistance.
  • Identify and communicate opportunities for additional partner product enablement when additional training is warranted; flag these opportunities via our Customer Relationship Management system (CRM) for tracking and continuous monitoring.
  • Interview partners to collect information about problems and lead partners through diagnostic procedures to determine root cause and problem resolution. Recommend or perform actions to solve/correct reported partner incidents and issues.
  • Coordinate and facilitate activity when appropriate, and provide status updates with Sales, Development, Services and other colleagues to best service partners.
  • Provide routine updates, status and completion criteria to partners.
  • Document and manage product defects, known limitations and product enhancements via established Support Escalation (SE) process; manage SE items proactively and provide timely partner status updates; interact directly with software developers when appropriate; assist partners with software upgrades due to product defects when warranted.
  • Consider impact on the partner when setting goals, taking action, or when carrying out job responsibilities. Respond to partners and colleagues with an appropriate level of urgency and responsiveness.
  • Takes personal responsibility to ensure partner satisfaction despite time pressures or significant obstacles. Works to remove barriers to delivering top-notch customer service.

General Duties and Responsibilities

  • Develop and maintain an in-depth working knowledge of Binary Tree (BT) products; take initiative with self-paced education, anticipate partner needs; exercise sound judgment for escalating cases to ensure partner satisfaction.
  • Recommend or perform actions to resolve reported incidents and problems.
  • Reproduce reported incidents and problems in lab environment, document defects and Known Limitations using CRM and communicate to Development or QA team.
  • Refer customers to appropriate information sources for reported incidents and problems, including knowledgebase articles or product documentation.
  • Monitor the partner support queue, respond to partner inquiries, keep partners informed of their case status, and ensure Binary Tree meets its Service Level Agreements (SLAs).
  • Provide license keys and software instructions to customers, when appropriate.
  • Participate in on-call schedule.

Qualifications and Requirements

      • Minimum 2-4 years’ experience in a product support or an analogous role, phone-in environment such as customer service or help desk; minimum 2 to 4 years’ experience in a customer service role.
      • Minimum 3-5 years’ experience with the following core Microsoft technologies is essential. Preference given to candidates that have proven experience with multiple listed technologies and hold current Microsoft technology certifications (MCSA, MCSE, MCP, Office 365, Azure, etc.):
        • Microsoft core technologies including but not limited to:
          • Microsoft Windows server and desktop operating systems
          • Microsoft Active Directory & LDAP directories and schemas
          • Microsoft 365 & Office 365 platform (SaaS) administration
          • Microsoft Azure cloud administration
          • Microsoft Exchange servers, Autodiscover, Availability services, mail routing & Outlook email clients
          • Microsoft SQL administration, queries, and database constructs
          • Microsoft Powershell and other related scripting languages
        • General email centric networking technologies including but not limited to:
          • TCP/IP (examples:  DNS, DHCP, Telnet, NSLookup, etc.)
          • Netbios
          • SMTP mail routing, topology, and architecture
        • Microsoft core technologies including but not limited to:
        • General email centric networking technologies including but not limited to:
        • Web browsers, web-based technologies and applications
        • Anti-virus platforms and how to identity application behavior impacted by these technologies
        • Familiarity with IBM Domino and IBM Notes clients desirable
      • Demonstrated problem solving and troubleshooting experience/abilities; proven ability to work independently in a fast-paced remote work team-oriented environment.
      • Strong communication skills, in English, both verbally and in writing; strong desire to interact with partners and promote successful outcomes

Reporting

The successful candidate will become part of Binary Tree’s Customer Success Center, reporting to Manager, Technical Product Engineering.

Role Location

Preferred location is in the United States with the ability to work from home.  

To Apply

Please click here to apply via LinkedIn.

All employment decisions at Binary Tree are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Binary Tree will not tolerate discrimination or harassment based on any of these characteristics.