Support Engineering Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their 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 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 of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.
- Response and Resolution: You 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: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness 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 with 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
- 3+ year(s) of people management experience
- Fluent in reading, writing and speaking English.

**Preferred qualifications**

Working knowledge in any of the technology areas is a plus:

- Technical support experience in cloud environment
- Customer engagement experience with large enterprise class customers
- Experience working with global teams with understanding of diversity and local cultural nuances
- Product knowledge in one of the areas below:

- Identity Synchronization Technologies
- Authentication and Authorization Management
- Enterprise level protocols (Kerberos, PKI, Oauth, SAML, WS-Fed, etc)
- Identity Management
- Federation
- Security Management
- B2B, B2C
- Role based access control, Permissions management
- MFA

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.