Support Engineering Manager-arr

6 days ago

Sydney, Australia Microsoft Full time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

As a Support Engineering Manager you will lead a team or group of Support Engineers 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 50% from home.

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**:
Core responsibilities:

- Attract, recruit and retain the right talent with the focus to create an industry-leading service delivery team, build diverse and inclusive teams, enable an environment in which people can do their best work, and identify/develop future successors and team members.
- Regularly meet one-on-one with your direct reports, and conduct employee connects and career development discussions along the year.
- Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.
- Ensure your direct reports develop their professional skills through active participation in delivery events, training, mentoring and communities.
- Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality and value.
- Build effective relationship with global Customer Service and Support leaders, Microsoft engineering and business leaders for effective projects for right business impact.
- Manage high priority escalations as appropriate. Respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, escalation teams, field personnel, and ensure robust status communication.
- Coordinate and communicate with field teams (Sales, CSAM’s, and Customer Engineers) to ensure the right consumer expectation setting.

People Management

You lead a team/ group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people

Response and Resolution

You manage the customer relationship with regards to Technical Support 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 engineering /product teams to fill document 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 across other teams and organizations to enable a great customer experience

**Qualifications**:
Required Qualifications and Experience:
4-year Degree in Management, Business, Computer Science, or equivalent in work experience.

5+ years prior People management experience/customer support leadership experience

Preferred Knowledge and Skills:

- Strong ability to attract, develop and retain top talent.
- Change agent: natural at embracing change and lead people through ambiguity and transformation.
- Ability to set and co

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