Senior Support Engineering Manager
Microsoft · Posted Oct 27
Software, cloud computing, artificial intelligence, and hardware services
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About the role
Microsoft Customer and Partner Solutions-Core (MCAPS) unites product, engineering, marketing, sales, customer success, and partners around a common customer mission to help customers realize value faster and turn innovation into measurable business impact. Within MCAPS, the Customer Service & Support (CSS) organization uses Microsoft's AI technology to deliver support experiences that help consumers, businesses, and partners resolve issues quickly and securely. This role leads a team of support engineers with deep product knowledge who resolve customer technical issues, manages the customer relationship from a support standpoint, and drives Microsoft product improvement.
What you will do
- 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 manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
- Readiness: You ensure your team has the technical skills required to provide a great customer experience.
- Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
- Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.
Skills used in this role
What the employer is looking for
- 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 equivalent experience
- 1+ year(s) of experience of managing people
- English Language: fluent in reading, writing and speaking.
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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