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Technical Support Engineering
Full-time
Within Microsoft's Customer Experience and Success organization, the Customer Service & Support (CSS) team is powered by Microsoft's AI technology to help consumers, businesses, and partners resolve their issues quickly and securely. As a Senior Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues, manage the customer relationship from a support standpoint, and drive Microsoft Product Improvement.
Responsibilities
Lead a team of product experts that solve complex customer technical issues, driving accountability and retaining great people.
Manage the customer relationship for Technical Support and act as an escalation point to remove roadblocks.
Ensure your team has the technical skills required to provide a great customer experience.
Drive product and process improvement, participating in case triage and identifying the right resources to implement automation or tools.
Establish an engagement strategy to promote collaboration across teams and enable a great customer experience.
Qualifications
Bachelor's degree in Computer Science or IT and 3+ years of operational excellence, delivery management, or account management experience, or 5+ years of equivalent experience.
1+ years of experience managing people.
Fluent in reading, writing, and speaking English.
