Digital Customer Success Engineer

2 months ago

Bengaluru, India Sonata Software Full time

About Sonata Software

In today's market, we observe a distinct duality in technology adoption. On one front, clients are keenly focused on cost containment, while on the other, there is a strong drive to modernize their digital storefronts, aiming to appeal to both consumers and B2B customers alike.

As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation™ playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.

Headquartered in Bengaluru, India, Sonata Software has a strong global presence, with strategic operations spanning across key regions such as the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in TMT (Telecom, Media, and Technology), Retail & CPG, Manufacturing, BFSI (Banking, Financial Services and Insurance), and HLS (Healthcare and Lifesciences). Our bouquet of Modernization Engineering services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms.

To know more, visit: www.sonata-software.com


Main Responsibilities:

PCTS advocate is responsible for supporting and collaborating with customers to resolve technical issues on the Microsoft Partner Center Platform. In addition, they will identify recurrent technical support problem areas while working with Partners and provide feedback and details to Microsoft Partner Technical Advisors and Product Group teams.

PCTS Advocate is a pivotal role in the implementation of Partner Center/API support capabilities, identification of technology and/or process readiness needs. They leverage Trainers and relevant management to guarantee their readiness. This role also involves building relationships with Partners and engagement of technology-specific depth queues for customer incident resolution when required.

Specific measurements of success include achieving the Partner Satisfaction (CSAT) team goals, time to resolution or escalation(maintaining low resolution/response times), ongoing readiness and Platform training.


Experience Range: 1 - 3 Years

Work Location: Bangalore/Hyderabad (Hybrid-twice a week WFO)

Role : Digital Customer Success Engineer


Experience in Azure/M365 billing, Partner Centre Portal experience (CSP, MPN, Marketplace, PCTS) supporting partners with onboarding/offboarding, creating/cancelling/disabling subscriptions, Good understanding of insights and benefits of MPN.


Detailed Responsibilities:

  • Provide reactive and proactive support to Microsoft Partners.
  • Manage Partner case escalations to Microsoft as appropriate and respond to cases promptly.
  • Demonstrate strong collaboration, communication, prioritization, and organizational skills.
  • Display an ability to manage and streamline complex technical orchestrations and deal with ambiguity.
  • Live and apply the Microsoft CSS CARE Cultural attributes


Technical requirements:

  • M365 technology and M365 Admin Centers (L200 to 300)+++
  • Azure Portal, Azure Active Directory, Azure-Role Based Access Control (L200 to 300)+++
  • Azure Active Directory Identity Management, including Security and Multi-Factor Authentication (L200 to 300)+++
  • Basic API and Network troubleshooting knowledge (L100 to 200) +++

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