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Expert Technical Lead for Azure Solutions

hace 2 meses

San José, San José, Costa Rica Microsoft A tiempo completo

Overview

As a leading player in the global technology landscape, Microsoft empowers individuals and organizations to achieve more. Our Customer Experience & Success (CE&S) organization drives innovation, designing and implementing seamless customer experiences that set us apart from the competition.

The Customer Service & Support (CSS) team builds trust and confidence through exceptional support experiences, ensuring customers resolve issues quickly and prevent future problems. Within CSS, the Applications & Infrastructure group provides commercial customers with timely technical expertise to address business-critical challenges.

We're seeking a talented Technical Support Manager - Azure Subscription Management to lead a team of product experts resolving complex customer technical issues. You'll manage customer relationships, drive accountability, and develop your team's skills to deliver outstanding results.

This opportunity allows you to accelerate your career growth while honing your customer relationship management skills. You'll become adept at building diverse teams and developing deep industry knowledge.

Our mission is to empower every person and organization on the planet to achieve more. 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.

Requirements

  • 7+ years of experience in operational excellence, delivery management, account management, sales, or vendor management OR Bachelor's degree in Computer Science, IT, or related field with 5+ years of relevant experience.
  • 3+ years of experience managing people.
  • Fluent in reading, writing, and speaking English.

Other Requirements

  • Able to meet Microsoft's security screening requirements, including passing the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Responsibilities

People Management

  • Lead a team/group of product experts solving complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining great people.

Response and Resolution

  • Manage the customer relationship regarding Technical Support and act as an escalation point for Support Engineers to remove roadblocks and prioritize technical issues at a global level.

Readiness

  • Ensure your team has the technical skills required to provide a great customer experience and collaborate with engineering/product teams to fill document gaps regarding new and existing technology.

Product/Process Improvement

  • Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.

Business Integration

  • Identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience.

Estimated Salary: $120,000 - $180,000 per year

Benefits

  • Industry-leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect