Sr Technical Support Engineering Management (SCIM)
Microsoft’s Customer Experience and Success (CE&S;) organization empowers customers to accelerate business value through differentiated experiences. CE&S; drives cross-company alignment and execution to exceed customer expectations in product, digital, or human-centered interactions. CSS (Customer Service & Support) builds trust by delivering a seamless support experience powered by Microsoft’s AI technology to help customers resolve issues quickly and securely, while enabling continued value from their Microsoft investments.
This role is a Senior Support Engineering Manager who leads a team of support engineers with deep product knowledge to resolve customer technical issues. You will manage customer relationships from a support perspective, enable your team to deliver an excellent customer experience, and drive Microsoft Product Improvement. You will develop deep technology industry knowledge and build and lead diverse teams. This role is flexible in that you can work up to 100% from home.
Microsoft’s mission is to empower every person and every organization to achieve more. We value growth, innovation, collaboration, respect, integrity, and accountability to create an inclusive culture where everyone can thrive at work and beyond.
Responsibilities
- People Management: Lead a team of product experts that solve complex customer technical issues by applying leadership principles, driving accountability, and attracting/retaining great people.
- Response and Resolution: Manage the customer relationship regarding 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 participates in case triage meetings; identify resources to implement automation or tools.
- Business Integration: Establish engagement strategies to promote effective collaboration across other teams and organizations to enable a excellent 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 of operational excellence, delivery management, account management, sales, or vendor management experience
- OR equivalent experience
- 1+ year of people management experience
CyberDefender Mindset: A proactive, collaborative, and customer-centric approach to anticipate, prevent, and mitigate cybersecurity threats—shifting from 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 certifications
- Customer Service Foundations (LinkedIn Learning) or equivalent customer service training/experience
- Ability to effectively communicate with customer managers and executives on technical and business issues
- Strong organization, time management, project management, and negotiation skills
- 3+ years of experience providing support for enterprise-level premier customers
- Experience with email protection technologies (phishing, malware detection, spam filtering, impersonation) and familiarity with Microsoft Defender for Office 365 features (Safe Links, Safe Attachments, quarantine policies)
- Understanding of mail flow, anti-spam/anti-phish policies, and the ability to interpret message headers to investigate spam or phishing messages
Ability to meet Microsoft, customer, and government security screening requirements, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter is required.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment 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 (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws. Reasonable accommodations are available during the application process.
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