With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.

As a Support Engineering Manager you will lead a team or group of Support Engineers 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 50% 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.

Responsibilities

People Management

You lead a team/ group 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 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 engineering /product teams to fill document 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 across other teams and organizations to enable a great customer experience

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

Qualifications & Experience

Bachelor's degree in computer science, Information Technology, or related field AND 3 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 1+ years of experience of managing people

OR

5 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 2+ years of people management experience

4-year Degree in Management, Business, Computer Science, or equivalent in work experience.

6+ years prior management or related product/customer support leadership experience

3+ years of experience in program leadership of customer, partner or client satisfaction measurement and improvement

3+ years of experience tracking, understanding and driving improvements based on customer, partner or client feedback

3+ years of demonstrated ability to build/lead a team (ie: technical support, service delivery, and/or customer-oriented environment), Able hire, develop and retain top talent and set goals and expectations.

Excellent written and oral English language skills

Experience in an enterprise support and/or customer service environments with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes.

Passion for and track record for delivering great customer experiences.

Consistently practices and demonstrates strong organizational, communication, project management, negotiation, stakeholder management and problem solving skills.

Passion and interest in enhancing the customer experience (customer obsession)

Problem solver. Ability to apply judgement in high pressure situations with minimal external guidance

Excellent at multi-tasking & task prioritization with exceptional organizational skills & strong attention to detail

Understanding of reactive case lifecycle and troubleshooting methodology

Familiarity with Microsoft products, programs, policies and services.

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.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .