
Director Of Technical Support Engineering
1 week ago
Responsibilities
People Management:
Lead teams of product experts to solve complex customer technical issues, practicing leadership principles, fostering accountability, and attracting/retaining talent.
Response and Resolution:
Act as an escalation point for politically charged customer issues with technical or financial complexity, removing roadblocks and prioritizing issues globally.
Readiness:
Analyze group readiness and collaborate with global teams to ensure technical skills meet customer experience standards.
Product/Process Improvement:
Partner with internal groups to incorporate customer feedback into product quality enhancements.
Business Integration:
Develop engagement strategies for effective collaboration across teams to enhance customer experience.
Position Details:
This director-level role leads teams in APAC providing technical support for Threat Protection and Data Security products within Microsoft Security.
Qualifications
Minimum Qualifications:
Bachelor's in Computer Science, IT, or related field with 8+ years in operational roles OR 10+ years in similar roles; 5+ years of people management; experience managing technical support in high-complexity environments; proven leadership of global, hybrid teams.
Preferred Qualifications:
Over 10 years in relevant experience; managing managers; cybersecurity domain knowledge, especially Threat Protection and Data Security; ICS2 Cybersecurity Certification preferred.
Additional Notes:
For Australia roles, verification of citizenship via passport is required. Ability to pass security screenings, including Microsoft Cloud Background Check, is mandatory.
Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities.
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