Technical Support Engineering Manager

hace 1 semana

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.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

As a Technical Support Engineering Manager you will lead a team or group 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.

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**:

- Ensure customers stay informed as to the status/solution of their issue 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.
- Collaborate on 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.

**Other**
- Embody our culture and values

**Qualifications**:
**Required/Minimum 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 of managing managers.
- Fluency to read, write and speak English.

**Additional or Preferred Qualifications**
- 5+ years of managing managers.
- Microsoft Technology Certifications

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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