Technical Support Engineering M4

Microsoft•Redmond, WA

1d•Onsite

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. As a Senior Support Engineering Manager, you will lead a team of support engineering roles 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.

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience
OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience.
1+ year(s) of experience of managing people.

Nice To Haves

Experience with data analytics, reporting, or engineering program management.
Hands‑on experience creating Power BI reports and dashboards.
Proficiency with Power BI, SQL, and ETL processes.
Ability to mine data to extract insights, identify patterns, and analyze trends.
Experience blending and reconciling data from multiple systems to prepare accurate reports.
Experience producing monthly and ad‑hoc reporting for operational and business needs.
Ability to perform statistical analysis of data and monitor data quality.

Responsibilities

Lead, coach, and develop a team of technical support engineers and product experts.
Drive accountability, performance management, and talent development.
Attract, retain, and grow top technical talent through effective leadership practices.
Own the customer relationship for Technical Support engagements.
Act as an escalation point for complex or high‑impact customer issues.
Remove operational and technical roadblocks to enable timely issue resolution.
Ensure the team maintains the technical skills required to support Microsoft products.
Identify skills gaps and drive readiness plans through training and mentoring.
Ensure the team understands and participates in the product feedback lifecycle.
Participate in case triage and operational review meetings.
Leverage data and automation to improve support efficiency and quality.
Establish engagement strategies to collaborate effectively across engineering, product, and support teams.
Use data insights to influence decision‑making and improve customer outcomes.
Personally contributes to data analysis and reporting efforts in support of support operations and business reviews.
Designs, builds, and maintains Power BI dashboards and reports.
Uses SQL and ETL processes to integrate data from multiple systems.
Performs data validation, reconciliation, and statistical analysis to ensure reporting accuracy.
Leverages insights from data to drive operational improvements and leadership decisions.