Technical Support Engineering Manager

@ Microsoft

About Microsoft CE&S

With over 45,000 employees and partners worldwide, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to accelerate business value through innovative products, services, and exceptional customer experiences.

Role Overview

As a Technical Support Engineering Manager, you will lead a team of support engineers to resolve complex customer technical issues and drive product improvement. You will manage customer relationships, monitor resolution speeds, and collaborate with cross-functional teams to proactively address technical challenges.

Responsibilities

• Business Integration: Engage high value customers to provide proactive solutions.
• Product/Process Improvement: Identify and resolve bugs, implement tools, and optimize case coding.
• Readiness: Develop and execute readiness plans for new and existing technologies.
• Response and Resolution: Lead cross-team collaboration on complex issues and monitor progress.

Qualifications

Minimum requirements include a Bachelor's degree in Computer Science, IT, or a related field along with 3+ years operational experience (or 5+ years experience if without degree) and at least 1+ year of people management experience. Fluent English is required.

Additional Requirements

Ability to pass Microsoft Cloud Background Check and meet other security screening requirements is mandatory.

Preferred Qualifications

Understanding of the Windows environment, experience in customer service, and familiarity with AI technologies in practice are highly desired. Microsoft Technology Certifications and a dynamic team environment experience are a plus.

Key skills/competency

• Customer Support
• Technical Leadership
• Bug Resolution
• Process Improvement
• Readiness Planning
• Cross-team Collaboration
• AI Technology
• Microsoft Products
• Team Management
• Operational Excellence