Technical Support Engineering Manager

Technical Support Engineering Manager - Cybersecurity - Cloud Protection Microsoft is hiring for a Technical Support Engineering Manager in Cybersecurity Cloud Protection. This role leads a team of support engineers with deep product knowledge to resolve customer technical issues, manage customer relationships, and drive product improvement. Responsibilities Collaborate on cross-team and cross-product technical issues by working with resources from other groups (support engineering, product, services, and account teams) to resolve complex customer issues. Track resolution speed and remove roadblocks (e.g., skill gaps, handling difficult customers). Act as a management escalation point when necessary. Analyze business impact to involve the right resources proactively. Keep customers informed on status/solution and manage customer relationships. Monitor tickets of direct reports and delivery units to ensure timely resolution. Use tools and strategy to monitor team performance. Serve as the first line of management escalation. Monitor complex problems based on triggers (age, severity) and collaborate with internal stakeholders to ensure the right resources are engaged proactively. Readiness Analyze group readiness strategy to ensure the team has the correct readiness plan and executes readiness for new and existing technologies and feature releases. Provide feedback to the global readiness team to ensure appropriate readiness strategy and materials. Create Microsoft role guides and ensure Technical Support Engineers attend compliance trainings. Product/Process Improvement Identify resources needed to resolve bugs. Drive visibility of product bugs to ensure timely engagement or action. Track pending cases due to bugs and influence the product team to improve resolution and prevent customer impact. Ensure the team understands the product feedback cycle and proper coding of customer cases for compliance. Ensure team participation in case triage meetings to share knowledge and develop efficient customer solutions by prioritizing issues and reviewing processes. Identify resources needed to implement automation or tools. Implement processes for responding to and resolving issues. Business Integration Identify opportunities to engage with high-value customers to provide proactive solutions. Other Embodies the company culture and values. Qualifications Required Qualifications: 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 5+ years of similar experience. 1+ year of people management experience. English language proficiency (reading, writing, speaking). CyberDefender Mindset: A proactive, collaborative, and customer-centric approach for technical support teams to anticipate, prevent, and mitigate cybersecurity threats. Ability to meet Microsoft, customer, and government security screening requirements, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter. Additional or Preferred Qualifications: CISSP, Comptia Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification Customer Service Foundations (LinkedIn Learning) or equivalent training Ability to effectively communicate with customer managers and executives on technical and business issues Strong organization, time management, project management, and negotiation skills 3+ years of experience providing support for enterprise-level premier customers Cloud Protection Background/experience in security engineering (blue/red team) preferred Background in system/network engineering, DevOps/SRE, or software engineering with a cybersecurity focus Experience with Microsoft Sentinel or Defender suite Understanding of TCP/IP, cloud environments, and basic system administration in Linux and/or Windows Server 1+ year of people management experience Microsoft is an equal opportunity employer. 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, disability, political affiliation, protected veteran status, race, religion, sex, or any other characteristic protected by law. Reasonable accommodations are available on request during the application process. Seniority level Not Applicable Employment type Full-time Job function Engineering and Information Technology Industries Software Development #J-18808-Ljbffr