About the Role

This is a Senior Support Engineering Manager role at Microsoft's Customer Experience and Success organization. The position involves leading a team of support engineers to resolve customer technical issues, manage customer relationships, and drive product improvements. The role focuses on delivering excellent customer experiences while developing deep technology industry knowledge.

Key Responsibilities

• People Management: Lead a team of product experts solving complex customer technical issues
• Response and Resolution: Manage customer relationships and act as escalation point for Support Engineers
• Readiness: Ensure team has technical skills required for great customer experience
• Product/Process Improvement: Ensure team understands product feedback cycle and participates in case triage meetings
• Business Integration: Establish engagement strategy for effective collaboration across teams

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience
• OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
• OR equivalent experience
• 1+ year(s) of experience managing people
• English Language: fluent in reading, writing and speaking

Benefits & Perks

• Industry leading healthcare