Senior Support Engineering Manager
MicrosoftAbout the role
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.
Responsibilities
- Leads Managers in case resolution or larger teams or across multiple regions where applicable. Mentors and promotes a culture where team members model all case-handling standards with a continuous focus on speed and quality, including acting as an advisor to other Technical Support Engineers. Evaluates and refines customer interaction processes to ensure they reflect a commitment to excellence in service and high levels of customer satisfaction. Leads senior-level customer advisory efforts, communicating the status and solutions to their issues, and ensuring team members consistently demonstrate Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Demonstrates customer focus in team management decisions. Drives consistent, meaningful recognition within the team. Owns team escalations and coordinates resolution efforts. Leads team response; command incidents when formally declared. Establishes a culture of high-performance, upholding Customer Service & Support (CSS) Operational Excellence and the Support Delivery Framework (e.g., rigorous scheduling, daily backlog and case note reviews, timely transfers) across the organization.
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.
- Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared (e.g., roadmaps, engineer readiness). Partners with others on cross team change initiatives. Leads or coordinates site-wide community initiatives, expanding best practices across teams. Leads teams to ensure product feedback is properly logged and required processes (e.g., case coding, compliance) are followed. Promotes active participation in local site communities. Directs and mentors multiple teams to influence process improvements across workgroups, ensuring effective leverage of strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Manages teams in the identification of cross-team trends and pattern-based improvements, proactively aligning collab
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