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 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 You will make sure customers stay informed as to the status solution of their issue and manages customer relationship Tracks resolution speed and removes roadblocks preventing issues from being resolved Monitors complex problems based on triggers and collaborates with internal stakeholders to ensure that the right resources are engaged proactively Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve highly complex customer issues Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases Ensures that his or her team understands the product feedback cycle and or proper coding of customer cases for compliance Identifies resources needed to resolve bugs Identifies resources needed to implement automatization or tools Implements processes for responding to and resolving issues Ensures team member participation in case triage meetings and or case discussions Identifies opportunities to engage with high value or area customers to provide solutions proactively This role is Microsoft onsite only 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 Business Integration Identifies opportunities to engage with high value or area customers to provide solutions proactively Product Process Improvement Identifies resources needed to resolve bugs Drives visibility of the product bug to ensure timely engagement and or action Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted Ensures that his or her team understands the product feedback cycle and or proper coding of customer cases for compliance Ensures team member participation in case triage meetings and or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues identifying resources reviewing processes or providing additional customer support Identifies resources needed to implement automatization or tools Implements processes for responding to and resolving issues Readiness Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material Creates Microsoft role guides and ensures Technical Support Engineers have attended compliance trainings Response and Resolution Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups product groups services team and account team as needed to resolve complex customer issues Tracks resolution speed and removes roadblocks e g skill gaps handle difficult customers preventing issues from being resolved Acts as a management escalation point in case resolution as necessary Analyzes the business impact and utilizes this information to involve the right resources proactively Ensures customers stay informed as to the status solution of their issue and manages customer relationship Monitors tickets of direct reports and delivery units to ensure resolution Uses tools and strategy to monitor the performance of a team Serves as the first line of management escalation Monitors complex problems based on triggers e g age severity and collaborates with internal stakeholders to ensure that the right resources are engaged proactively 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 1 year s of people management experience Ability to read write and speak fluent English Other 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 Preferred Qualifications Experience working in a customer service environment retail sales etc Experience in using innovative technologies such as AI in every day life Experience working in a dynamic team environment Experience with problem solving and providing solutions to customers Microsoft Technology Certifications