Technical Support Engineering Manager

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 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 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 Messaging Protection Experience or strong working knowledge of FP RN phishing and antimalware 2 years of experience with Exchange or Office 365 Exchange Online Preference will be given to candidates with exposure to email threat protection technologies such as phishing and malware detection spam filtering and impersonation detection Familiarity with Microsoft Defender for Office 365 features - including Safe Links Safe Attachments and quarantine policies - is considered an asset An understanding of mail flow anti-spam anti-phish policies and the ability to interpret message headers to investigate spam or phish messages will be beneficial in this role 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