Microsoft CSP Support Specialist

AppXite is a product software development company based in Riga, Latvia. Our platform is an Ecosystem Marketplace & Subscription Billing Platform that enables distributors, vendors, and managed service providers to automate cloud service sales and manage partner ecosystems. We work with leading global technology vendors including Microsoft, AWS, Google, Adobe, Cisco, and IBM. Our platform powers cloud commerce for global distributors and technology providers. AppXite is looking for a skilled Microsoft CSP Support Specialist to deliver high-quality technical and operational support for our largest global customers. You will be an embedded expert within our Application Support team - a trusted advocate, problem-solver, and Microsoft cloud authority who helps customers get the most out of their Microsoft investments. The position is fully remote, full-time, and aligned with the EMEA time zone. Role Overview: The Microsoft CSP Support Specialist will be responsible for operational support related to Microsoft Cloud Solution Provider (CSP) workflows, ensuring smooth partner onboarding, subscription provisioning, billing operations, and Microsoft program compliance. You will work closely with partners, distributors, and internal product teams to resolve operational issues, optimize Microsoft program participation, and ensure accurate use of Microsoft Partner Center. This role requires deep knowledge of Microsoft Partner Center, CSP program rules, and cloud commerce operations. Key Responsibilities: Technical Troubleshooting: Diagnose and resolve complex issues across Microsoft Cloud technologies, CSP licensing, and SaaS platform operations. Microsoft Escalation Management: Triage and own escalations to Microsoft support when issues cannot be resolved internally - ensuring clear communication and fast resolution. Customer Advocacy: Act as the internal voice of the customer and reseller, ensuring their needs are understood and addressed across teams. Issue Scoping & Research: Collect relevant facts, investigate root causes, and coordinate with engineering, management, and global peers to close cases efficiently. Customer Enablement: Empower customers and resellers to self-serve - sharing guidance, recommending Microsoft product features, and advising on how to maximize their cloud investments. Documentation & Knowledge Management: Create and maintain Help Center articles, technical notes, and research findings that improve the support experience for your team and customers. Proactive Customer Success: Monitor satisfaction signals, anticipate concerns, and manage customer expectations with transparency and ownership. Cross-functional Collaboration: Work closely with colleagues around the world and across functions to resolve service issues and continuously improve our support model. Required Experience: Microsoft Partner Center: Hands-on experience navigating and operating within MS Partner Center. CSP Program Expertise: In-depth knowledge of the Microsoft Cloud Solution Provider model, partner ecosystem workflows, and licensing structures. Microsoft Certifications: Certified in Azure and/or M365 - e.g., Azure Fundamentals (AZ-900), Azure Administrator (AZ-104), or Microsoft 365 Fundamentals/Associate. SQL Proficiency: Strong MS SQL skills - able to connect to databases, write queries, and perform data analysis independently. API Experience: Practical experience working with REST APIs for diagnostics, integrations, or automation tasks. English Fluency: Excellent written and verbal English communication skills. Azure Cloud Knowledge: Working experience with Microsoft Azure technologies. Nice to Have: Knowledge of Microsoft Partner Programs, including (but not limited to): CSP (Direct / Indirect); Incentives, rebates, and benefit structures; Specializations, designations, and eligibility rules. Familiarity with Microsoft licensing models and invoice processing. Experience troubleshooting SaaS applications. Background in Tier 2 or Tier 3 technical support roles. What we offer: Remote-First Flexibility: Enjoy the freedom of a fully remote role, or choose to work from our Latvia office. Work with global Tech Leaders: Collaborate on solutions used by some of the biggest names in the industry, including Adobe, AWS, Cisco, Google, IBM, Microsoft, Lenovo, and Liquid. Your work will help shape how these companies deliver services across the globe. Skilled, International Team: Work alongside experienced professionals in a collaborative, multicultural environment. We value technical excellence, clear communication, and mutual support. Professional Development: Advance your skills with access to Microsoft certifications and continuous learning opportunities tailored to your role. Time to Recharge: Enjoy four weeks of paid vacation per year, plus paid public holidays. Referral Rewards: Help us grow our team - our employee referral program recognizes and rewards your contributions. Join AppXite Platform Engineering team and work with a talented group of engineers building out next-generation technologies!