Technical Support Engineering Manager

Join CE&S and help us accelerate AI transformation for our customers and the world. As a Senior Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues.

• Collaborates on cross-team and cross-product technical issues
• Tracks resolution speed and removes roadblocks
• Analyzes the business impact and utilizes this information to involve the right resources proactively
• Ensures customers stay informed as to the status/solution of their issue
• Monitors tickets of direct reports and delivery units to ensure resolution
• Serves as the first line of management escalation
• Monitors complex problems based on triggers
• Provides feedback to global readiness team
• Creates Microsoft role guides
• Ensures team member participation in case triage meetings
• Identifies resources needed to implement automation or tools
• Implements processes for responding to and resolving issues
• Identifies opportunities to engage with high-value or area customers
• Embody our culture and values

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience
• OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
• English Language: fluent in reading, writing and speaking
• CyberDefender Mindset: A proactive, collaborative, and customer-centric approach adopted by technical support teams
• Ability to meet Microsoft, customer and / or government security screening requirements
• Additional or Preferred Qualifications: CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
• Ability to effectively communicate with customer managers and executives on technical and business issues
• Organization, time management, project management, and negotiation skills
• 3+ years of experience providing support for enterprise-level premier customers

• Health insurance
• Flexible work
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

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.