Technical Support Engineering Manager at Microsoft

, , India -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Technical Support, Customer Relationship Management, Product Improvement, Collaboration, Operational Excellence, Account Management, Sales Management, Project Management, Negotiation Skills, Security Engineering, Cloud Computing, System Administration, Technical Communication, Cybersecurity, DevOps, Software Engineering

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. 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 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. Qualifications Required Qualifications: • 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience o 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 o OR equivalent experience • 1+ year(s) of people management experience Language Qualification English Language: fluent in reading, writing and speaking. English Proficiency Tag to be listed on all JDs: #CyberDefender 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. 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 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. 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

You will lead a team of support engineering roles to resolve customer technical issues and manage customer relationships. Additionally, you will ensure your team has the necessary technical skills and drive product/process improvements.