Technical Support Engineering Manager - Microsoft Corporation
Redmond, WA 98073
About the Job
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, services, and partnerships. 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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
As a **Technical** **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.
**Responsibilities**
**People Management**
o 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**
o You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks.
**Readiness**
o Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for technologies and feature releases. Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material. Aids team in identifying gaps in technical documentation and collaborates with engineering and product teams to fill document gaps regarding new and existing technology.
**Product/Process Improvement**
o 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**
o You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.
**Qualifications**
**Required/Minimum Qualifications**
+ 7+ 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 5+ years operational excellence, delivery management, account management, sales, or vendor management experience.
+ 3+ years experience of managing managers.
**Additional or Preferred Qualifications**
+ 5+ years managing managers.
+ Microsoft Technology Certifications.
Technical Support Management M5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 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 $130,000 - $213,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until April 16, 2024.
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) .
Source : Microsoft Corporation