Director of Technical Support Engineering

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
Director of Technical Support Engineering
, you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams.

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.

For Australia based roles - this position requires verification of Australian citizenship due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.
Responsibilities

• People Management: You lead teams of product experts that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability, and attracting/ retaining great people.
• Response and Resolution: You act as an escalation point for customer issues that are politically charged and with technical or financial complexity. You enable teams to effectively manage the customer relationship by removing roadblocks and helping prioritize technical issues at a global level.
• Readiness: You proactively analyze group readiness strategy and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience
• Product/Process Improvement: You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements.
• Business Integration: You establish the engagement strategy to promote effective collaboration with other teams and organizations to enable a great customer experience.
• This is a director level position to lead teams in APAC delivering technical support for Threat Protection and Data Security products under Microsoft Security''s stack.

Qualifications
Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 8+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 10+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
• 5+ years of people management experience.
• Experience managing technical support teams in high-complexity environments.
• Proven ability to lead global, cross-functional teams, including hybrid onsite and outsourced models.

Additional or preferred qualifications - the ideal applicant will have the below :

• 10+ 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 8+ years operational excellence, delivery management, account management, sales, or vendor management experience
• OR equivalent experience
• 3+ years experience Managing Managers
• Knowledge of the Cybersecurity domain, with focus on Threat Protection and Data Security.
• ICS2 Certified in Cybersecurity and other certifications preferred.

For Australia based roles - this position requires verification of Australian citizenship due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.
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.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.