OverviewWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers' trust in Microsoft and improve their business performance.As a Support Engineering Manager you will lead a team of Support Engineers 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.QualificationsRequirements5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR 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.1+ year(s) experience of managing people.You are expected to be accountable for some of Microsoft's cloud services/products as listed below. However, your area of accountability may change depending on your specialty, background, or experience.Microsoft FabricAzure Power BIAzure Data FactoryAzure HDInsightAzure DatabricksAzure SynapseSQL ServerDesirable ExperienceStrong customer service, communication, and interpersonal skillsAbility to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.Flexibility and ability to adapt to ambiguous and changing situationsAbility to manage high pressure situationsAbility 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.ResponsibilitiesPeople ManagementYou 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 ResolutionYou manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks.ReadinessYou ensure your team has the technical skills required to provide a great customer experienceProduct/Process ImprovementYou ensure your team understands the product feedback cycle and participte in case triage meetings. You identify the right resources to implement automization or tools.Business IntegrationYou establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experienceBenefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
