Senior Technical Support Manager

3 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.

Our Customer Experience & Success (CE&S) organization is dedicated to building trust and confidence for every person and organization through seamless support experiences. We're powered by Microsoft's AI technology to help consumers, businesses, partners, and more resolve their issues quickly and securely.

As a Senior Support Engineering Manager, you'll lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You'll manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience, and drive Microsoft Product Improvement.

Responsibilities
  1. People Management: Lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining great people.
  2. 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.
  3. 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.
  4. Product/Process Improvement: Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
  5. Business Integration: Identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.

This role offers flexibility, allowing you to work up to 50% from home. At Microsoft, we value respect, integrity, and accountability, creating a culture of inclusion where everyone can thrive at work and beyond.

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