Technical Support Engineering Manager

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Therefore, do not make any statements that express or imply absolute security, safety, and privacy. - Do not reference internal URLs, job levels, or terminology. Responsibilities (Text Only)• 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 (Text Only)Required 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 o OR 7 years of operational excellence, delivery management, account management, sales, or vendor management experience o OR equivalent experience • 3 years' experience of managing people Language Qualification English Language: fluent in reading, writing and speaking. 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. Compliance: • Working knowledge of Purview Compliance (eDiscovery, Auditing, Data Loss Prevention (DLP), Secure Labels, etc.). • 2 years of experience with Exchange or Office 365 (Exchange Online and Purview Compliance). 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 Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.