Sr Technical Support Engineering Management (SCIM)
Overview
With Microsoft Customer Experience and Success (CE&S;), you will lead a team of support engineering roles with deep product knowledge to resolve customer technical issues, manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive product improvement. This role is flexible in that you can work up to 100% from home.
Responsibilities
- People Management: 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: Manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
- Readiness: Ensure the team has the technical skills required to provide a great customer experience.
- Product/Process Improvement: Ensure the team understands the product feedback cycle and participate in case triage meetings. Identify the right resources to implement automation or tools.
- Business Integration: Establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.
Qualifications
- 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
- 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
- OR equivalent experience
- 1+ year(s) of people management experience
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
- Chinese Proficiency
- 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
- Experience with FP/RN, phishing and antimalware; knowledge of Exchange or Office 365 (Exchange Online) is beneficial
- Exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection
- Familiarity with Microsoft Defender for Office 365 features (Safe Links, Safe Attachments, quarantine policies)
- Understanding of mail flow, anti-spam/anti-phish policies, and ability to interpret message headers to investigate spam or phish messages
Security and Accessibility: Ability to meet Microsoft, customer and/or government security screening requirements, including Microsoft Cloud Background Check on hire/transfer and every two years thereafter.
Employment and Compliance
Microsoft is an equal opportunity employer. Qualified applicants will be considered without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex, sexual orientation, or any other characteristic protected by applicable laws. If you need assistance or an accommodation during the application process, learn more about requesting accommodations.
Location: Sydney, New South Wales, Australia
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