Technical Support Engineering Management
Vor 2 Tagen
Technical Support Engineering ManagementWith 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 Senior 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.
This role is flexible in that you can work up to 100% from home.
Qualifications Required Qualifications:
• 7+ 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 5+ years operational excellence, delivery management, account management, sales, or vendor management experience
• OR equivalent experience
• 3+ years' experience of managing people
Responsibilities • People Management: You 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: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g.
engineering/product/readiness or other SMEs) to fill readiness gaps regarding new and existing technology.
• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect #J-18808-Ljbffr
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