Support Engineering Manager

5 months ago

Sydney, Australia Microsoft Full time

With over 18,000 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.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

The Support Engineering Manager 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**:

- People Management_

You lead a team/ group of product experts in Intune, Configuration Manager and Identity in Australia that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people
- Leadership_

Thought leadership regarding the technology and technical support including organizational structure, readiness, and supportability. Polish and presence to effectively interact with Microsoft executives and teams, Product Group, and all collaborative teams in Customer Services & Support. Establish an escalation management path and work with field team to provide quality Citizen Alliance Support and Global English Support.
- Response and Resolution_
You manage the customer relationship with regards to Technical Support and Citizen Alliance Support 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**:
Australian Citizenship is required.

**Required/Minimum Qualifications**
- 7+ years operational excellence, delivery management, account management, sales, or vendor management experience.
- Or 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.
- 3+ years experience of managing teams

**Additional or Preferred Qualifications**
- 5+ years managing teams.
- Microsoft Technology Certifications.

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