Support Engineering Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

As a Senior Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

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  People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.
• Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology
• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements
• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.

• 5+ years’ operational excellence, delivery management, account management, sales, or vendor management experience
• • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience.
• 3+ years’ experience of people leadership

Additional or Preferred Qualifications

• At least 2 years of people management experience.
• At least 3 years of experience in customer success, technical support, product support, end-user support, IT Admin support, Consulting, or developer support.
• Knowledge of Azure Billing and Portal management will be an added advantage
• Depth understanding of the Customer Success discipline
• Strong customer service, communication, and interpersonal skills.
• Strong understanding of leading a Global Cross Technology Team.
• Strong focus on Influencing, Collaboration and Partnership to maximize results
• Outstanding communication skills at the executive level internally and externally
• Proven track record in the management of global service delivery operations
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Flexibility and ability to adapt to ambiguous and changing situations.
• Ability to manage high pressure situations.

Other Skills and Competencies

• Communication: Represent Microsoft and communicate with corporate and internal customers via telephone, email, or other electronic means, regarding technically complex issues with Microsoft software products. Be able to logically and accurate communicate to various levels (Engineers to Business Owner and Executive). Lead and recovery situations with customers.
• Customer focus: Ability to put customer first, lead and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions.
• Collaboration: Communicates with individuals from other teams or organizations and listens carefully to how they perceive mutual issues or opportunities
• Influence for impact: Listens for the priorities and concerns of others and acknowledges differing perspectives.
• Adaptability: Actively seeks information and tests assumptions; shifts his or her approach in response to the demands of a changing situation.
• Judgment: Scopes problems by identifying key issues, inputs, stakeholders, and outcomes.
• Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought.
• Drive for results: Sets clear and challenging goals for a portfolio of work, and pursues them with enthusiasm and passion

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process.