Technical Support Engineering Manager

6 months ago

Bengaluru, India Microsoft Full time

Overview

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get and stay productive with Microsoft 365 product families.


As a Support Engineering Manager you will lead a team or group of Support Engineers 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 50% 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.

Qualifications

Language Qualification
English Language: fluent in reading, writing and speaking.

Qualifications & Experience
Bachelor's degree in computer science, Information Technology, or related field AND 3 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 1+ years of experience of managing people
OR
5 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 2+ years of people management experience

4-year Degree in Management, Business, Computer Science, or equivalent in work experience.
6+ years prior management or related product/customer support leadership experience
3+ years of experience in program leadership of customer, partner or client satisfaction measurement and improvement
3+ years of experience tracking, understanding and driving improvements based on customer, partner or client feedback
3+ years of demonstrated ability to build/lead a team (ie: technical support, service delivery, and/or customer-oriented environment), Able hire, develop and retain top talent and set goals and expectations.

Excellent written and oral English language skills
Experience in an enterprise support and/or customer service environments with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes.
Passion for and track record for delivering great customer experiences.
Consistently practices and demonstrates strong organizational, communication, project management, negotiation, stakeholder management and problem solving skills.
Passion and interest in enhancing the customer experience (customer obsession)
Problem solver. Ability to apply judgement in high pressure situations with minimal external guidance
Excellent at multi-tasking & task prioritization with exceptional organizational skills & strong attention to detail
Understanding of reactive case lifecycle and troubleshooting methodology
Familiarity with Microsoft products, programs, policies and services.

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.

Responsibilities

People Management
You lead a team/ group 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 acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.

Readiness
You ensure your team has the technical skills required to provide a great customer experience and you collaborate with engineering /product teams to fill document gaps regarding new and existing technology

Product/Process Improvement
You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements

Business Integration
You identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

  • Technical Support Professional

    3 weeks ago

    Bengaluru, Karnataka, India Altair Engineering Full time

    About Altair EngineeringAltair Engineering is a leading provider of high-performance computing solutions for the semiconductor industry.Job Summary:We are seeking an experienced Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support to our customers worldwide, troubleshooting and resolving complex...

  • Technical Support Specialist

    6 months ago

    Bengaluru, India Altair Engineering Full time

    Job Summary: Enterprise Computing Global Support team consists of highly knowledgeable and motivated individuals who can design, develop, troubleshoot, and deliver solutions. We also have the opportunities to work directly with various strategic Cellular Phone Manufacturers and EDA/Semiconductor partners.   The selected candidate will be part of the...

  • Technical Support Engineer

    4 weeks ago

    Bengaluru, India NetApp Full time

    Title: Technical Support Engineer Location: Bangalore, Karnataka, IN, 560071 Requisition ID: 128421 Job SummaryWe at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a...

  • Technical Support Engineer

    1 month ago

    Bengaluru, India NetApp Full time

    Title: Technical Support Engineer Location: Bangalore, Karnataka, IN, 560071 Requisition ID: 128457 Job SummaryIn-depth knowledge of IT systems and the ability to work independently. Provides valuable IT assistance and support while maintaining strong customer relations.Job RequirementsResponding to technical support tickets.Linking to clients' computers...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, Karnataka, India Inspirisys Solutions Limited Full time

    Job Title: Technical Support EngineerAt Inspirisys Solutions Limited, we are seeking a skilled Technical Support Engineer to join our team. The ideal candidate will have 2+ years of experience in Desktop Support, Installation, and troubleshooting.About the Role:The Technical Support Engineer will be responsible for providing technical support for...

  • Senior Technical Development Engineer

    4 weeks ago

    Bengaluru, Karnataka, India Enventure Engineering Full time

    **Company Overview:** Enventure Engineering is a leading organization in the industry, committed to delivering innovative solutions and exceptional services.We are seeking highly skilled and motivated individuals to join our team as Graduate Engineer Trainees. This role offers an exciting opportunity for fresh graduates to embark on a comprehensive training...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India ColorTokens Inc. Full time

    Job Title: Technical Support Engineer 3 - Cyber SecurityBusiness Unit: ColorTokens TACLocation: BangaloreAbout ColorTokensColorTokens is at the forefront of cyber security, specializing in cutting-edge solutions to protect businesses in an evolving digital landscape. Our Xshield series products are essential tools for organizations worldwide, and our...

  • Technical support engineer

    5 days ago

    Bengaluru, India Capillary Technologies Full time

    We are looking for a highly motivated Associate Solution Architect to join our team, ideally suited for Tech Support Engineers (5-8 years of experience) who are eager to transition into solution architecture while continuing to support and enhance an in-house integration product suite. This role will involve working on an internally developed...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Unbxd Inc., A Netcore Company Full time

    A Technical Support Engineer at Netcore Unbxd is the primary contact for customers on support issues and product queries. The TSE works on all matters about Unbxd’s products & services for a variety of customers ranging from small & mid segment to large enterprises. A TSE uses his/her skills to troubleshoot technical problems, effectively collaborate,...

  • Technical support engineer

    3 weeks ago

    Bengaluru, India JoVE Full time

    Jo VE ( ) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India...

  • Technical Support Engineer

    6 days ago

    Bengaluru, India Capillary Technologies Full time

    We are looking for a highly motivated Associate Solution Architect to join our team, ideally suited for Tech Support Engineers (5-8 years of experience) who are eager to transition into solution architecture while continuing to support and enhance an in-house integration product suite. This role will involve working on an internally developed product/tool...

  • Technical Support Engineer

    1 month ago

    Bengaluru, Karnataka, India ScientiaMobile Full time

    Job Title: Technical Support EngineerCompany: ScientiaMobileAbout the Job: We are seeking a highly skilled Technical Support Engineer to join our team at ScientiaMobile. As a Technical Support Engineer, you will be the primary point of contact for inbound customer support requests, enthusiastically supporting both internal and external customers via our...

  • Technical Support Engineer

    1 month ago

    Bengaluru, India Recro Full time

    About the client:- Client is a logistics automation and optimization company that was started in 2016 with a vision of making logistics simple, smart, and sustainable for enterprise customers. In the span of 8 years, we have built a robust portfolio of products backed by our proprietary and industry-leading algorithms and AI/ML techniques which helps our...

  • Technical Support Engineer

    1 month ago

    Bengaluru, India Recro Full time

    About the client:-Client is a logistics automation and optimization company that was started in 2016 with a vision of making logistics simple, smart, and sustainable for enterprise customers. In the span of 8 years, we have built a robust portfolio of products backed by our proprietary and industry-leading algorithms and AI/ML techniques which helps our...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Unbxd Inc., A Netcore Company Full time

    A Technical Support Engineer at Netcore Unbxd is the primary contact for customers on support issues and product queries. The TSE works on all matters about Unbxd’s products & services for a variety of customers ranging from small & mid segment to large enterprises. A TSE uses his/her skills to troubleshoot technical problems, effectively collaborate,...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Unbxd Inc., A Netcore Company Full time

    A Technical Support Engineer at Netcore Unbxd is the primary contact for customers on support issues and product queries. The TSE works on all matters about Unbxd’s products & services for a variety of customers ranging from small & mid segment to large enterprises. A TSE uses his/her skills to troubleshoot technical problems, effectively collaborate,...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Unbxd Inc., A Netcore Company Full time

    A Technical Support Engineer at Netcore Unbxd is the primary contact for customers on support issues and product queries. The TSE works on all matters about Unbxd’s products & services for a variety of customers ranging from small & mid segment to large enterprises. A TSE uses his/her skills to troubleshoot technical problems, effectively collaborate,...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India JoVE Full time

    JoVE (www.jove.com) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia,...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India JoVE Full time

    JoVE (www.jove.com) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia,...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India JoVE Full time

    JoVE ( ) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India...