Support Engineering Manager - Security, Compliance, Identity, and Managemen at Microsoft

Tokyo, Tokyo, Japan -

Full Time

Start Date

Immediate

Expiry Date

13 Mar, 26

Salary

0.0

Posted On

14 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Customer Service, Communication, Interpersonal Skills, Technical Support, Product Improvement, Account Management, Flexibility, Adaptability, Technical Knowledge, Intune, Team Leadership, Problem Solving, Collaboration, Goal Setting, Escalation Management

Industry

Software Development

Description

Overview 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 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. This role is flexible in that you can work up to 50% 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 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 Manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks. Readiness Ensure your team has the technical skills required to provide a great customer experience. Product/Process Improvement Ensure your team understands the product feedback cycle and participte in case triage meetings. Identify the right resources to implement automization or tools. Business Integration Establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience Qualifications Requirements 5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR 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. 1+ year(s) experience of managing people. Desirable Experience Strong customer service, communication, and interpersonal skills Support experience and management experience are preferred 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 knowledge of Intune Language Qualification Proficiency in both Japanese and English is required Japanese: fluent in reading, writing and speaking English: fluent in reading, writing and speaking This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. 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, 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

Lead a team of support engineers to resolve complex customer technical issues and manage customer relationships. Ensure team readiness and drive product/process improvements through effective collaboration.