Technical Support Manager

Guidance (Text Only)Job Posting Content Content for the Responsibilities and Qualifications section of the job posting should be leveraged from the Role Library found on HRWeb: HRweb - Role Library. For guidance on how to create an impactful job description, reference the Job Posting Aid. For roles in the EU or UK: Years' experience should not be included. Accessibility Guidance - Use only the "Paste as Text" button in the text editor to transfer content, especially if using Microsoft Word, PPT, Outlook or OneNote - Change the Font Family to Calibri​ - Do not use special characters ​ - Use only one sub-heading for each of the 3 sections – e.g. - Responsibilities -> Key responsibilities​ - Qualifications -> Skills required​ - Only format content within the text editor (e.g. create bullets and bold styling using the associated buttons in the editor)​ - Remove all blank characters at the end of a sentence by pressing Enter to end each line Follow these suggestions for what to avoid in your job advertisement: - Do not mention unannounced products, technologies or project codenames. - Do not discuss future product milestones or roadmaps. - Do not mention executive names. - Do not use a team name unless well known to external audiences. - Do not discuss internal company goals or business strategies. - Do not discredit current Microsoft products in market or use language with a negative connotation when describing Microsoft products or services. - Do not use stats that may be newsworthy such as downloads, units, market share, sales, revenue, or other business metrics without first consulting your Public Relations team. - Do not mention specific competitors. - Absolute security, safety, and privacy do not exist. 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:
• 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. Cloud Protection:
• Background/experience in security engineering (blue/red team) preferred
• Background in system/network engineering, DevOps/SRE or software engineering, with a passion for cybersecurity
• Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite
• Good understanding of the TCP/IP stack, working in a cloud environment and (at a minimum) basic system administration in Linux and/or Windows Server environments 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.

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