Senior Technical Support Manager

6 days ago

Sydney, New South Wales, Australia Microsoft Full time
Overview

At Microsoft, we're committed to empowering every person and organization on the planet to achieve more. As a Senior Support Engineering Manager, you'll play a critical role in delivering exceptional customer experiences and driving business growth.

Within our Customer Service & Support organization, you'll lead a team of support engineering professionals who resolve complex customer technical issues. Your expertise will enable you to manage customer relationships, drive technical support delivery, and collaborate with cross-functional teams to improve products and processes.

Responsibilities
  • People Management: Lead a team of product experts who solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining great people.
  • Response and Resolution: 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: Ensure your team has the technical skills required to provide a great customer experience and collaborate with partner teams (e.g. engineering/product/readiness or other SMEs) to fill readiness gaps regarding new and existing technology.
  • Product/Process Improvement: Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
  • Business Integration: Identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.

This role offers flexibility, with the option to work up to 50% from home. As a Microsoft employee, you'll be part of a culture that values respect, integrity, and accountability, and where everyone can thrive at work and beyond.

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