Technical Support Engineering Manager

3 weeks 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 Specialist

    6 days ago

    Bengaluru, Karnataka, 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 Enterprise...

  • Technical Support Specialist

    7 days 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 Enterprise...

  • Technical Support Specialist

    2 weeks 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 Engineering Manager

    1 week ago

    Bengaluru, India Microsoft Full time

    OverviewWith 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...

  • Technical Support Engineering Manager

    4 weeks ago

    Bengaluru, India Microsoft Full time

    OverviewWith 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...

  • Technical Support Engineering Manager

    6 days ago

    Bengaluru, Karnataka, 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,...

  • Technical Support Engineering Manager

    6 days ago

    Bengaluru, Karnataka, India Microsoft Full time

    OverviewWith 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...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Progress Residential® Full time

    Microsoft TeamsOverview: We‘re in search of a seasoned and customer focused Technical Support Engineer to bolster our team. The ideal candidate will excel in providing technical aid and guidance to our internal users concerning hardware, software, and other computer systems. This role entails troubleshooting issues, executing repairs, and implementing...

  • Technical Support Engineer

    6 days ago

    Bengaluru, Karnataka, India White Force Full time

    Job Description:JD for Azure Data Factory: Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating...

  • Technical Support Engineer

    6 days ago

    Bengaluru, Karnataka, India White Force Full time

    Job Description:JD for Azure Data Factory: Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating...

  • Technical Support Engineer

    4 weeks ago

    Bengaluru, India Genetec Full time

    The team:The role of the Technical Support Engineer (India) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Bangalore India and will report to the Customer Experience Team Lead (India).What your day will look like:Technical support: Use...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Genetec Full time

    The team:The role of the Technical Support Engineer (India) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Bangalore India and will report to the Customer Experience Team Lead (India).What your day will look like:Technical support: Use...

  • Technical Support Engineer

    6 days ago

    Bengaluru, Karnataka, India Genetec Full time

    The team: The role of the Technical Support Engineer (India) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Bangalore India and will report to the Customer Experience Team Lead (India). What your day will look like: Technical support: Use...

  • Technical Support Engineer

    6 days ago

    Bengaluru, Karnataka, India Fortinet Full time

    Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical support Engineer to contribute to the success of...

  • Technical Support Engineer

    5 days ago

    Bengaluru, India Pi42 Full time

    Job Title: Technical Support Engineer-Night ShiftAbout us:We're on a mission to reshape the future of crypto futures trading. We're building a dynamicteam of passionate individuals who are eager to embark on this exciting journey with us.Join us at pi42.exchange, and be part of a team that's poised to make a significant impact inthe world of crypto futures...

  • Technical Support Engineer

    6 days ago

    Bengaluru, Karnataka, India Genetec Full time

    The team:The role of the Technical Support Engineer (India) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Bangalore India and will report to the Customer Experience Team Lead (India).What your day will look like:Technical support:Use...

  • Technical Support Engineer

    1 month ago

    Bengaluru, India Pretium Full time

    Overview:We're in search of a seasoned and customer focused Technical Support Engineer to bolster our team. The ideal candidate will excel in providing technical aid and guidance to our internal users concerning hardware, software, and other computer systems. This role entails troubleshooting issues, executing repairs, and implementing solutions to uphold...

  • Technical Support Engineer

    6 days ago

    Bengaluru, Karnataka, India Fortinet Full time

    Join Fortinet, a cybersecurity company with a strong history of excellence, as we shape the future of cybersecurity and redefine the meeting point of networking and security. At Fortinet, our goal is to protect people, devices, and data everywhere. We are currently in search of a dynamic Technical Support Engineer to contribute to the growth of our expanding...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Progress Residential® Full time

    Microsoft TeamsOverview:We're in search of a seasoned and customer focused Technical Support Engineer to bolster our team. The ideal candidate will excel in providing technical aid and guidance to our internal users concerning hardware, software, and other computer systems. This role entails troubleshooting issues, executing repairs, and implementing...

  • Technical Support Engineer

    3 weeks ago

    Bengaluru, India Progress Residential® Full time

    Microsoft TeamsOverview: We're in search of a seasoned and customer focused Technical Support Engineer to bolster our team. The ideal candidate will excel in providing technical aid and guidance to our internal users concerning hardware, software, and other computer systems. This role entails troubleshooting issues, executing repairs, and implementing...