Sr Technical Support Engineering Management

Sr Technical Support Engineering Management (SCIM)

Microsoft's Customer Experience and Success (CE&S) organization empowers customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services. CE&S drives cross-company alignment and execution to exceed customer expectations in every interaction, whether in-product, digital, or human-centered. CSS builds trust and confidence by delivering a seamless support experience powered by Microsoft's AI technology to help consumers, businesses, partners, and more resolve issues quickly and securely, helping prevent future problems and maximize the 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 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.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. We value respect, integrity, accountability, inclusion, and collaboration to realize our shared goals.

Responsibilities

• People Management: You 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: You manage the customer relationship regarding Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience.
• Product/Process Improvement: You ensure your team understands the product feedback cycle and participates in case triage meetings. You identify the right resources to implement automation or tools.
• Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations 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 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 or strong working knowledge of FP/RN, phishing and antimalware
• 2+ years of experience with Exchange or Office 365 (Exchange Online)
• Exposure to email threat protection technologies such as phishing and malware detection, spam filtering, and impersonation detection preferred
• Familiarity with Microsoft Defender for Office 365 features including Safe Links, Safe Attachments, and quarantine policies
• Understanding of mail flow, anti-spam/anti-phish policies, and ability to interpret message headers to investigate spam or phish messages

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These include the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 local laws. If you need assistance during the application process, read more about requesting accommodations.

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