Director of Technical Support Engineering

1 Month ago • 10-18 Years • Product Management • Operations • $129,200 PA - $299,400 PA

Job Summary

Job Description

The Director of Technical Support Engineering at Microsoft leads a team resolving complex customer technical issues related to Purview Governance. This role involves managing managers, creating customer-aligned support models, demonstrating thought leadership, developing diverse teams, aligning strategy with organizational goals, and using data-driven decision-making. Responsibilities include people management, customer support strategy, operational management, and fostering a positive employee and customer experience. The position requires strong leadership skills, deep technical knowledge, and a passion for customer success. The role offers flexibility to work up to 100% remotely.
Must have:
  • 10+ years experience in relevant fields
  • 5+ years managing managers
  • Strong leadership and communication skills
  • Deep product knowledge and technical expertise
  • Data-driven decision making
  • Customer success oriented
Good to have:
  • Microsoft Technology Certifications
  • Azure Cloud experience

Job Details

Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

 

Empowering customers to fully leverage Purview Governance through unparalleled support. Our team is dedicated to helping enterprises overcome complex challenges, foster innovation, and seamlessly integrate advanced governance solutions. We are committed to providing guidance, proactive solutions, and a support experience that accelerates customer success in a Microsoft-centric environment.


The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us. We provide industry-leading products and services, and a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. As a Director of Technical Support Engineering Management, you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a wonderful customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading a large organization of diverse teams.


This role is flexible in that you can work up to 100% from home.


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.

 

Qualifications

Required Qualifications:

  • 10+ 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 8+ years operational excellence, delivery management, account management, sales, or vendor management experience.
  • 5+ years experience of managing managers. 
  • 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.
 

 

Preferred Qualifications 

  • 5+ years managing managers. 
  • Microsoft Technology Certifications.
  • Azure Cloud experience

 

 

 

 

 

Technical Support Engineering M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $162,000 - $299,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

Microsoft will accept applications for the role until April 28, 2025.

 

Responsibilities

• People Management: Managers empower teams through modeling, coaching, and caring; Model: Live organizational culture and values; Coach: Define team objectives and enable success; Care: Attract, retain, and invest in team members.
• Customer Support and Business Strategy: Creates a customer-aligned support model and adjusts strategy based on sales and customer needs.
• Demonstrates thought leadership and industry knowledge and sets up strategies for the future.
• People Leadership: Attracts, develops, and guides diverse teams and drives diversity and inclusion.
• Sets clear readiness objectives and inspires inclusive employee communities.
• Operations Management: Aligns strategy with organizational goals and secures resources for customer and employee experience.
• Uses data-driven insights for decision-making and oversees budget and ROI commitments.

Other 

  • Embody our and  

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