Support Engineering Manager
San Jose, San José, Costa Rica
hace 5 horas

Do you want to Empower every person & Every organization on the planet to Achieve more?

Do you want to work in an open & Inclusive Environment where Diverse perspectives are celebrated?

If you love talking to and learning from customers, and are excited about working with brilliant technical minds, and motivating and rewarding people, we want to talk to you.

We are looking for an intellectually curious, customer-obsessed Support Manager. As one of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps more than one billion customers around the world each year.

We deliver technical support to our business customers for our on-premise and cloud products and services. As a member of our team, you will be in the forefront of the Microsoft technologies with interactions across the full spectrum of our products and services, on-premise and in the cloud.

You will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world class support is critical to customer success.

You will be part of a very diverse team in an inclusive environment, where all opinions are valued. 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’s Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

We are looking for someone who is a lifetime learner and has a demonstrated track record in building teams through effective and strong leadership, who has empowered people to help customers succeed.

The qualifications required include both excellent organizational and managerial skills as well as demonstrated leadership and customer service skills.

Among those are oral and written communications skills, organization and time management skills, motivational and leadership skills as well as a general sense of the business.

You must also be able to operate effectively with all peers, superiors and subordinates under a collaborative One Microsoft approach.

This person will lead a team of Support Engineers that deliver technical support, empowering customer self-help, drive deep collaboration with various CSS support teams and supporting sales teams across the Americas region.


Delivery Planning and Oversight

Oversight for day-to-day running of a front line support team

Manage high priority escalations and ensure right engagement with product support teams

Provide inputs to capacity planning and management, and inputs for staffing requirements to service on-call and support coverage

Develop and execute on overall support team strategy, Hiring and mentoring programs across teams and overall support teams

Success Measures

Improvement in Customer support experience and adherence to all internal CSS internal metrics as measured through operational scorecards.

Achieve and exceed Microsoft CPE ( Customer Partner Experience ) scores as measured through transactional surveys

Exceed CSS operational and Financial metrics across TMPI ( Total minutes per incident ) and engineer through-put as measured through daily operational scorecards

Exceed SLA (service level agreements) and IRR ( Incident response times ) as measured through operational scorecards

Adherence to CSS norms for delivery set by internal stakeholders

Employee Satisfaction as measured by Management Feedback and Microsoft Poll

Meet Service Level Agreements (delivery against forecasted services and margins)

Contribute to regional projects and initiatives in support of broader Support Engineering strategies


  • Minimum 5+ years of direct people leadership experience (managing remote staff / teams), preferably in managing technology related efforts
  • Proven track record of successfully leading large teams across remote sites and delivering results through others
  • Strong global communication skills, and skills in building partnerships with customers and partners
  • Ability to navigate and influence in a matrixed organization
  • Strong support delivery experience, knowledge and understanding
  • Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
  • Relevant Bachelor?s or Master?s degree or experience commensurate with job expectations preferred
  • 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.

    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.

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