Director of Technical Support Engineering - Microsoft Corporation

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. Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers' trust in Microsoft and improve their business performance. As a Director of Technical Support Engineering you will lead an organization with deep deep product knowledge that resolve 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 hone your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams. 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 helps attracting/ retaining great people **Response and Resolution** + You act as escalation point for customer issues that are politically charged and/or of technical/ financial complexity. You enable teams to effectively manage the customer relationship with regards to Technical Support and remove roadblocks and help prioritize technical issues at a global level. **Readiness** + You analyze group readiness strategy proactively 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 engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience **Other:** + Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture) **Qualifications** **Required Qualifications:** + 10+ years operational excellence, delivery management, account management, sales, or vendor management experience o OR 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+ years experience of managing managers. **Preferred Qualifications:** + 5+ years managing managers. + Microsoft Technology Certifications. + Experience with customer service, communication, and interpersonal skills + Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals. + Flexibility and ability to adapt to ambiguous and changing situations + Ability to manage high pressure situations 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 24, 2024. \#CES #CSS #DTP #DataAI 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) .