Technical Support Engineering Manager

Overview

OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft\'s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 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 are powered by Microsoft\'s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

As a Technical Support Engineering Manager, you will lead a team of support engineering roles 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. You will be joining an amazing team of high performing managers and a great work environment, where we support each other to achieve joint success and provide outstanding support to our employees and customers. Our job as a SEM in the Identity Authentication spectrum, is to manage a team with approximately 10-15 highly talented engineers, attract new candidates, provide proper training, and achieve our business goals by enabling people success on their jobs. We work towards for great customer and employee experience on our daily basis.

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.

Responsibilities

• People Management : Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model - Live our culture; Embody our values; Practice our leadership principles. Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. Care - Attract and retain great people; Know each individual\'s capabilities and aspirations; Invest in the growth of others.
• Response and Resolution : Ensures customers stay informed as to the status / solution of their issue and manages customer relationship. Monitors tickets of direct reports and delivery units to ensure resolution. Uses tools and strategy to monitor the performance of a team or delivery unit as a whole (e.g., backlog, structure, trends, volume, other business metrics). Serves as the first line of management escalation. Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as an escalation point in case resolution as necessary. Aligns resources of product group to support engineers. Identifies patterns (e.g., number of cases with similar issues), solutions, and collaborates with internal stakeholders to prioritize issues at the global level. Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve highly complex customer issues.
• Readiness : Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for technologies and feature releases. Provides feedback to global readiness team to ensure they have the appropriate readiness strategy and build material. Creates Microsoft role guides and ensures Technical Support Engineers have attended compliance trainings. Aids team in identifying gaps in technical documentation and collaborates with engineering and product teams to fill document gaps regarding new and existing technology.
• Product / Process Improvement : Communicates aggregated customer feedback to stakeholders to influence and drive product quality improvements. Identifies resources needed to resolve bugs. Drives visibility of product bugs to ensure timely engagement and / or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted. Establishes requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues. Creates and establishes operational frameworks and sets standards and measures for resolving issues. Enhances processes or workflows across the line of business. Ensures team member participation in case triage meetings and / or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.
• Business Integration : Establishes an engagement strategy with internal teams to promote a consistent plan. Creates methods of relationship building and collaboration to influence local and global strategy for lifetime customer loyalty.
• Other : Embody our culture and values.

Note

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