About the Role

This is a Senior Support Engineering Manager role at Microsoft, leading a team of support engineers to resolve customer technical issues and drive product improvement. The role focuses on customer relationship management, team leadership, and leveraging AI technology to enhance support experiences. It requires onsite presence and involves managing escalations and ensuring technical readiness.

Key Responsibilities

• People Management: Lead a team of product experts, drive accountability, and attract/retain talent.
• Response and Resolution: Manage customer relationships, act as an escalation point, and remove roadblocks for support engineers.
• Readiness: Ensure team has technical skills for great customer experience.
• Product/Process Improvement: Participate in case triage, identify resources for automation/tools, and understand product feedback cycle.
• Business Integration: Establish engagement strategy for collaboration across teams to enable customer experience.

Required Skills & Qualifications

Must Have:

• 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's degree in Computer Science, IT, or related field with 3+ years experience OR equivalent experience.
• 1+ year(s) of people management experience.
• Ability to read, write and speak fluent English.
• Ability to pass Microsoft Cloud Background Check upon hire/transfer and every two years.

Nice to Have:

• Understanding of Azure platforms (storage, networking, compute, identity and access management, monitoring).
• Experience working in a customer service environment, retail, sales, etc.
• Experience in using innovative technologies such as AI in everyday life.
• Experience working in a dynamic team environment.
• Experience with problem solving and providing solutions to customers.
• Microsoft Technology Certifications.

Benefits & Perks

• Industry leading healthcare