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.
As a Director of **Technical Support Engineering Manager,** you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of 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**
+ You lead teams of product experts that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability, and attracting/ retaining great people.
**Response and Resolution**
+ You act as an escalation point for customer issues that are politically charged and with technical or financial complexity. You enable teams to effectively manage the customer relationship by removing roadblocks and helping prioritize technical issues at a global level.
**Readiness**
+ You proactively analyze group readiness strategy and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience
**Product/Process Improvement**
+ You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements.
**Business Integration**
+ You establish the engagement strategy to promote effective collaboration with other teams and organizations to enable a great customer experience.
**Other**
+ Embody our culture and values
**Qualifications**
**Required/Minimum Qualifications**
+ 10+ years operational excellence, delivery management, account management, sales, or vendor management experience
+ OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 8+ years operational excellence, delivery management, account management, sales, or vendor management experience.
+ 5+ year(s) experience of managing managers.
**Other Requirements**
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.
**Additional or Preferred Qualifications**
+ 5+ years managing managers.
+ Microsoft Technology Certifications
Technical Support Engineering M6 - The typical base pay range for this role across the U.S. is USD $124,800 - $266,800 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 $159,000 - $292,200 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 10, 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