Technical Support Engineering

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 100 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 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 Key Responsibilities Response and Resolution You own investigate and solve customer technical issues collaborating within and across teams and leveraging troubleshooting tools and practices Readiness You lead or participate in building communities with peer delivery roles and where appropriate share your knowledge You develop specific technical and professional proficiency to enable you to resolve customer issues through training and readiness Product Process Improvement You identify potential product defects and escalate appropriately to resolve contributing to Microsoft product improvements Required Experience 6 years of experience in Exchange Online supporting email hygiene labels policies and or Audit logs Azure Information Protection 6 years Customer facing support experience 6 year Experience on Azure Active Directory administration Microsoft Purview Compliance and or Azure Information Protection 6 year enterprise cloud experience with any of the major cloud providers including cloud security Experience supporting large and complex geographically distributed enterprise environments with 1000 users Soft Skills Demonstrated experience learning new technologies Strong collaborative skills and extensive cross-group coordination skills Proven customer service skills supporting external and or internal customers in an enterprise environment Great phone presence and documentation abilities Excellent executive communication and crisis management skills Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides Your Profile and The Position As a Security and Compliance support engineer you will be an elite member of a customer facing support team working on resolving complex issues with Azure Cloud and On-Prem Microsoft security compliance products You will have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping advising and empowering customers to achieve more You have a passion for learning new technologies collaborating with other experts to find solutions having complete customer obsession continuously optimizing and improving the customer support experience and having fun You enjoy working on challenging issues that require in depth investigation excellent communication and complete ownership to drive issues to resolution You obsess over small details to make sure that each customer interaction not only drives issues to resolution but also ensures that customers are effectively using Microsoft technologies to further the success of their business In all interactions with our customers you communicate effectively have complete accountability and ownership over providing amazing results show resourcefulness in providing timely and effective solutions and approach every situation with empathy care and a focus on providing an amazing experience When you don t know the answer you swarm with other engineers at Microsoft to come up with a solution quickly and you aren t afraid to ask questions and learn new things daily You don t let anything block you in the pursuit of a world class customer service experience for our customers This position requires extensive cross-group coordination and excellent oral and written communication skills Attention to detail and a highly organized process-focused aptitude are required to manage the variety of responsibilities and deliverables You must be able to work well under pressure and deadlines while also exhibiting flexibility and adaptability across a broad organizational matrix Beyond extensive technical focus this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results You are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements 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 Microsoft is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex including pregnancy sexual orientation or any other characteristic protected by applicable laws regulations and ordinances We also consider qualified applicants regardless of criminal histories consistent with legal requirements If you need assistance and or a reasonable accommodation due to a disability during the application or the recruiting process please send a request via the