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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.
Your Responsibilities :
Required Qualifications :
At least 5 years of experience in customer service industry, technical support, product support, IT Admin support, Consulting, or similar
At least 1 year of people manager, team lead, or people development experience in customer facing role.
At least 1 year experience with any of the following technologies : Office 365 / M365 or Azure; On-premises technologies such as Exchange, SharePoint, Skype, Office, Windows, SQL.
Strong customer service, communication, and interpersonal skills.
Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
English Language : fluent in reading, writing and speaking.
Flexibility and ability to adapt to ambiguous and changing situations.
Ability to manage high pressure situations.
Preferred Qualifications :
Bachelor degree in Computer Science, Information Technology, or related field.
3+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
Bachelor's degree in engineering, management, business, or related field or 4 years work experience
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.