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Support Engineering Manager - Endpoint Protection at Microsoft
Tokyo, Tokyo, Japan -
Full Time

Start Date

Immediate

Expiry Date

26 Feb, 26

Salary

0.0

Posted On

28 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

People Management, Technical Support, Customer Experience, Product Feedback, Automation, Collaboration, Operational Excellence, Delivery Management, Account Management, Sales, Vendor Management, Japanese Language, English Language

Industry

Software Development

Description
People Management: 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: You manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks. Readiness: You ensure your team has the technical skills required to provide a great customer experience. Product/Process Improvement: 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: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience. 5+ years of 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 3+ years operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience 1+ year(s) of people management experience Japanese Language: fluent in reading, writing and speaking. English Language: confident in reading and writing; moderate spoken English skills
Responsibilities
Lead a team of product experts to solve complex customer technical issues and manage customer relationships regarding Technical Support. Ensure team readiness and participate in product/process improvement initiatives.