Technical Support Engineering Manager

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.

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.

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.

People Management:

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

• Model - Live our culture; Embody our values; Practice our leadership principles.

• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.

• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Response and Resolution:

•Ensures customers stay informed as to the status/solution of their issue and manages customer relationship. Monitors tickets of direct reports and delivery units to ensure resolution. Uses tools and strategy to monitor the performance of a team. Serves as the first line of management escalation.

•Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as a management escalation point in case resolution as necessary. Analyzes the business impact and utilizes this information to involve the right resources proactively.

•Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively.

•Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve highly complex customer issues.

Readiness:

•Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases. Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material. Creates Microsoft role guides and ensures Technical Support Engineers have attended compliance trainings.

Product/Process Improvement:

•Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance.

•Identifies resources needed to resolve bugs. Drives visibility of the product bug to ensure timely engagement and/or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted.

•Identifies resources needed to implement automatization or tools.

•Implements processes for responding to and resolving issues.

•Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.

Business Integration:

•Identifies opportunities to engage with high value or area customers to provide solutions proactively

Other:

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