Support Engineering Manager
Microsoft
San Jose, San José, Costa Rica
hace 2 días

Customer Service & Support

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and 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, we want to talk to you.
  • In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

    Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

    Our culture is built around attributes that drive our every decision and our every action :

  • Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
  • Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
  • Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.
  • One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.
  • Making a difference - we drive impact by looking for ways to continually improve our day to day responsibilities and the connections between our work and others.
  • 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. 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’s 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

    As a Support Engineering Manager, you will :

  • Manage and lead a diverse and inclusive team of Support Engineers and Support Escalation Engineers, with focus on team performance.
  • Enable an environment in which people can do their best work, ensuring your team builds the customer focus, collaboration skills, technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectively
  • Actively lead and enable our quest to ensure our people / teams reflect the diversity of our global customer base.
  • Conduct employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development.
  • Manage all aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.
  • Foster a strong partnership between technical support teams and stakeholders in other parts of the business
  • Partner with global peers to ensure consistency and follow-through for global processes and coordination of resources
  • Qualifications

    Required Qualifications :

  • At least 2 years of experience in customer service industry, technical support, product support, IT Admin support, Consulting, or similar
  • At least 2 years of people manager or team lead experience in a customer facing role or business.
  • Other Qualifications :

  • Strong ability to attract, develop and retain top talent.
  • Flexibility and ability to adapt to ambiguous and changing situations
  • Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
  • Capability to supervise work, set the behavioral example and adjust strategies and tactics as necessary.
  • Strong conviction that people can learn anything by applying the right amounts of time, effort and willingness.
  • Equally strong conviction that you can lead to great success without having to push metrics to individual team members.
  • Adept at coordinating team meetings to communicate team information, conduct training and to receive team feedback.
  • Proficiency in coordinating and conducting 1 : 1 meeting with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback.
  • Excellent writing skills and ability to write and deliver individual reviews.
  • Qualified to maintain individual and team discipline, cohesiveness and morale
  • Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure.
  • Ability to manage high pressure situations
  • Ability to lead large teams across remote sites (as needed) and delivering results through others
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
  • Bachelor's degree in engineering, management, business, or related field or 4 years equivalent 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.

    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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