Technical Support Engineering Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

As a Senior 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.

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
Response and Resolution

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
• Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as a management escalation point in case resolution as necessary. Analyzes the business impact and utilizes this information to involve the right resources proactively.
• Ensures customers stay informed as to the status/solution of their issue and manages customer relationship. Monitors tickets of direct reports and delivery units to ensure resolution. Uses tools and strategy to monitor the performance of a team. Serves as the first line of management escalation.
• Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively.

Readiness

• Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases.
• Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material. Creates Microsoft role guides and ensures Technical Support Engineers have attended compliance trainings.

Product/Process Improvement

• Identifies resources needed to resolve bugs. Drives visibility of the product bug to ensure timely engagement and/or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted.
• Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance.
• Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.
• Identifies resources needed to implement automatization or tools.
• Implements processes for responding to and resolving issues.

Business Integration

• Identifies opportunities to engage with high value or area customers to provide solutions proactively.

Other

• Embody our 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 operational excellence, delivery management, account management, sales, or vendor management experience.

• 1+ year(s) of people management experience.

• Language Qualification English Language: confident in reading, writing, and speaking.

CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

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

• CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• 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 passion for cybersecurity
• Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
• Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments
• 1+ year(s) of people management experience

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.