Cybersecurity Technical Support Engineering Manager

hace 6 meses

San José, Costa Rica Microsoft A tiempo completo

With 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.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

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 100% 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.

**Responsibilities**:
People Management

You 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 Resolution

You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks.

Readiness

You ensure your team has the technical skills required to provide a great customer experience

Product/Process Improvement

You 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 Integration

You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience

**Qualifications**:
**Requirements**:

- 5+ 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.
- 1+ years Cybersecurity Engineering Env

Language Qualification

English Language: fluent in reading, writing and speaking.

Desirable Experience
- Strong customer service, communication, and interpersonal skills
- Ability 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 situations
- Ability to manage high pressure situations

Ability 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.

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