Support Engineering Manager

Job Description

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.Responsibilities:The Azure Support Engineering Manager (SEM) is responsible for the Subscription Management support for Microsoft Azure. This team engages directly with customers to resolve or rapidly escalate technical issues related to the billing and subscription management platform for Azure. The team has deep technical skills in the Azure Commerce, Billing and Subscription Management platform with the goal of resolving most customer issues at first point of contact. The team will be composed of support and escalation engineers, FTEs and vendors.The Azure SEM is responsible for building, organizing, and managing a global team including staffing, defining roles & responsibilities, workflow and processes, career development, and people managementin general. The SEM is expected to provide the following:leadershipproactive response to potential problems and opportunitiesstrong business acumen and the ability to think and act strategically.polish and presence to effectively interact with Microsoft executives and teams including the Azure Business Group, Product Group, and Customer Services & Support.thought leadership regarding the technology and technical support including organizational structure, readiness, and supportability.Influence of escalation partners regarding cross-team workflow, process, and boundaries.Specific measurements will be determined, but will include delivering against customer satisfaction targets, time to resolution or escalation targets; staffing targets; maintaining team readiness; employee satisfaction targets, and, in general participating in the creation of future Microsoft support capabilities for the cloud., Language QualificationEnglish Language: fluent in reading, writing and speaking.Required Qualifications:Overall minimum 10+ years of experience in IT industry.At least 5 years of Technical Support experience including management experience of engineers in a customer and technical support environmentPreferred Qualifications:Management monitor and enhance the performance of a team of Support Engineers in the areas of productivity and customer satisfaction in the resolution of Azure customer issues.Leadership - handle challenging and politically sensitive customer situationsStrong communications skills must be fluent in both spoken and written English skills.Effective, polished interaction with customer to gather information quickly and inspire confidence.Logical and critical thinking.Coaching and mentoring.Passion for technology and customer support.Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing.TECHNICAL SKILLSTechnical aptitude sufficient to understand the Azure Platform and architecture Understand commerce and billing platforms scenariosEDUCATION/CERTIFICATIONB.S. degree in Computer Science, MIS, business, or equivalent experienceAbility 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.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Keyskills :
strong business acumenvoice of the customercomputer sciencecustomer loyaltybusiness acumendrive changemusic makingdocumentationtechnical skillsisopreventive maintenancecommissioningsafety