Cybersecurity Technical Support Engineering Manager
hace 2 meses
Microsoft's Customer Experience & Success (CE&S) organization is built around delivering a seamless support experience. As a Support Engineering Manager in the Security, Compliance, Identity and Management (SCIM) organization, you will be part of a team that resolves complex customer technical issues.
Our customers are facing new challenges in data protection and security, and we are looking for an experienced leader to manage a team of Support Engineers with deep product knowledge. You will be responsible for managing customer relationships, enabling your team to deliver a great customer experience, and driving Microsoft Product Improvement.
Key responsibilities include:
- People Management: Lead a team of product experts, practice leadership principles, drive accountability, and attract/retain great people
- Response and Resolution: Manage the customer relationship, act as an escalation point for Support Engineers, and remove roadblocks
- Readiness: Ensure your team has the technical skills required to provide a great customer experience
- Product/Process Improvement: Ensure your team understands the product feedback cycle, participate in case triage meetings, and identify resources to implement automation or tools
- Business Integration: Establish engagement strategy to promote effective collaboration across teams and organizations
Qualifications include:
- 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 Experience
Language Qualification includes fluent English Language reading, writing, and speaking skills. Additional desirable experience includes strong customer service, communication, and interpersonal skills, ability to set and communicate team and individual goals, flexibility, and ability to adapt to ambiguous and changing situations.
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.
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