Support Engineering Manager - Azure Subscription Management
Microsoft
San Jose, San José, Costa Rica
hace 3 días

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 management in general.

The SEM is expected to provide the following :

  • Leadership
  • Proactive response to potential problems and opportunities
  • Strong 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.

    Qualifications

    Language Qualification Requirement :

  • English Language : fluent in reading, writing and speaking.
  • Education / Work Experience

    Minimum : Bachelor's degree in Computer Science, Information Technology, or related field AND 2+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience

    Preferred : Bachelor's degree in Computer Science, Information Technology, or related field AND 3+ years of operational excellence, delivery management, account management, or vendor management experience OR 5+ years of operational excellence, delivery management, account management, or vendor management experience

    People Management

    Minimum : 1+ years of experience of managing people

    Preferred : 2+ years of experience of managing people

    Microsoft Certification

    Preferred : 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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