Overview
Sr Technical Support Engineering Management (SCIM) – Remote role with up to 100% work from home
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S;) organization drives differentiated customer experiences that leverage Microsoft’s products and services. CE&S; oversees all on‑up services across the company, including consulting, customer success, and support. In CSS, we deliver a seamless support experience powered by Microsoft’s AI technology to help customers resolve issues quickly and securely and to prevent future problems.
As a Senior Support Engineering Manager, you will lead a team of support engineers with deep product knowledge to resolve customer technical issues, manage customer relationships from a support perspective, enable your team to deliver a great customer experience, and drive Product Improvement. This role offers growth opportunities to develop technology expertise and leadership across 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 respect, integrity, accountability, growth mindset, inclusion, and collaboration.
Note: This position may require meeting Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check, conducted upon hire/transfer and every two years thereafter.
Responsibilities
- People Management: Lead a team of product experts who 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 to enable a great customer experience.
Qualifications
Required 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 relevant 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 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 other customer service training/experience
- Ability to communicate effectively with customer managers and executives on technical and business issues
- Strong organization, time management, project management, and negotiation skills
- 3+ years of experience supporting enterprise‑level premier customers
- Experience with messaging protection, FP/RN, phishing and antimalware
- 2+ years of experience with Exchange or Office 365 (Exchange Online)
- Exposure to email threat protection technologies (phishing, malware detection, spam filtering, impersonation detection) preferred
- Familiarity with Microsoft Defender for Office 365 features (Safe Links, Safe Attachments, quarantine policies) is a plus
- Understanding of mail flow, anti-spam/anti-phish policies, and ability to interpret message headers for spam/phish investigations
Security: Ability to meet Microsoft, customer, and/or government security screening requirements as part of the role (Microsoft Cloud Background Check required on hire/transfer and every two years thereafter).
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 local laws, regulations and ordinances. Reasonable accommodations are available for applicants with disabilities during the application process.
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