Technical Support Manager at Microsoft

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

0.0

Posted On

07 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Issue Resolution, Cross-Team Collaboration, Operational Excellence, Process Improvement, Product Feedback, Advocacy, Readiness, Capability Building, Leadership, Coaching, Technical Support, Problem Solving, Team Management, Communication, Microsoft Technologies

Industry

Software Development

Description

Overview Customer Experience and Success (CE & S) drives differentiated, human‑centered experiences that accelerate business value through Microsoft’s products and services. Within CE & S, Customer Service & Support (CSS) builds trust and confidence through seamless, AI‑powered support that helps customers resolve issues quickly, prevent future problems, and maximize their Microsoft investment. As a Senior Support Engineering Manager, this role leads teams of highly skilled support engineers resolving complex, high‑impact technical issues across Microsoft’s solution portfolio. The role serves as a trusted customer and executive escalation point, owning the end‑to‑end support experience while driving cross‑company collaboration with engineering, product, and account teams. This leader is accountable for operational excellence, readiness for new technologies, and continuous product and process improvement—while modeling Microsoft’s growth mindset and fostering inclusive, high‑performing teams that deliver consistent, trusted customer outcomes. Responsibilities Job Responsibilities Customer Experience & Issue Resolution Own the customer escalation experience, ensuring customers are informed, issues are resolved efficiently, and business impact is minimized. Track resolution progress, remove roadblocks, and act as a senior escalation point for high‑severity issues. Cross‑Team Collaboration Partner with engineering, product, support, and account teams to resolve complex cross‑product technical issues. Proactively engage the right resources and drive alignment across teams. Operational Excellence & Process Improvement Implement scalable processes for triage, response, automation, and quality assurance. Track case health, aging, and severity to improve response times and reduce recurrence. Product Feedback & Advocacy Drive visibility into product issues and bugs, influence prioritization, and ensure customer feedback is incorporated into the product improvement lifecycle. Ensure accurate case coding for compliance. Readiness & Capability Building Assess team readiness and execute readiness plans for new and existing technologies, features, and services. Partner with global readiness teams to deliver role‑based training and ensure compliance requirements are met. Leadership & Coaching Model Microsoft leadership principles by coaching teams, fostering accountability, enabling collaboration, and creating an inclusive, high‑performance culture focused on customer success. Qualifications Required/minimum 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 OR equivalent experience. 1+ year(s) of experience of managing people. Additional or preferred qualifications Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience. 2+ years of people management experience. Microsoft Technology Certifications 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

The Technical Support Manager will own the customer escalation experience and ensure efficient resolution of high-severity issues. They will also drive cross-team collaboration and implement scalable processes for operational excellence.