Customer Experience Engineer Leader

hace 3 días


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

About Microsoft

With over 18,000 employees worldwide, the Customer Experience & Success organization is responsible for strategy, design, and implementation of Microsoft's end-to-end customer experience.

We are building 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.

Our team is focused on delivering seamless support experiences that build trust and confidence with every person and organization. We help customers and partners resolve issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Job Summary

The Technical Support Engineering Manager will lead a team of Support Engineers with deep product knowledge to resolve customer technical issues. This role requires managing customer relationships, enabling teams to deliver great customer experiences, and driving 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.

Responsibilities

  • Ensure customers stay informed about issue status and manage customer relationships.
  • Track resolution speed and remove roadblocks preventing issues from being resolved.
  • Monitor complex problems based on triggers and collaborate with internal stakeholders to prioritize global-level issues.
  • Cross-team and cross-product technical issues, working with resources from other groups as needed to resolve highly complex customer issues.
  • Analyze group readiness strategy proactively, execute readiness plans for technologies and feature releases, and communicate aggregated customer feedback to stakeholders to drive product quality improvements.

Qualifications

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
  • 3+ years of experience managing managers.
  • Fluency to read, write, and speak English.

Additional Requirements

  • Ability to meet Microsoft, customer, and/or government security screening requirements.


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