Support Engineering Manager

Microsoft; City of Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Job summary

A leading technology company in Melbourne seeks a manager for their Customer Experience team. You will lead a team, ensuring excellent customer service and managing technical support delivery. Candidates require 5+ years in a related field and people management experience. This role offers flexible work options with significant responsibilities in managing Microsoft cloud services.

Qualifications

• 5+ years operational excellence or management experience.
• 2+ years of experience managing people.
• Accountable for specific Microsoft cloud services.

Responsibilities

• Lead a team of product experts.
• Manage Technical Support delivery.
• Ensure team skills are up to date.
• Drive product and process improvements.
• Identify collaboration opportunities.

Skills

Customer service skills

Communication skills

Interpersonal skills

Operational excellence

Education

Bachelor's Degree in Computer Science or related field

Tools

Microsoft Fabric

Azure Power BI

Azure Data Factory

Azure HDInsight

Azure Databricks

Azure Synapse

SQL Server

Job description

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.

The team provides technical support for enterprise customers in APAC space. The team is managing database related technologies and performs as part of global team. A manager manages around 15 people who are in charge of various technologies in Database space. A manager is responsible for customer experience, employee experience and operational efficiency.

This role is flexible in that you can work up to 50% from home.

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

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/ retaining great people.
• Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology.
• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.

Qualifications

Requirements

• 5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience.
• 2+ year(s) experience of managing people.

You are expected to be accountable for some of Microsoft’s cloud services/products as listed below. However, your area of accountability may change depending on your specialty, background, or experience.

• Microsoft Fabric
• Azure Power BI
• Azure Data Factory
• Azure HDInsight
• Azure Databricks
• Azure Synapse
• SQL Server

Desirable Experience

• 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.
• Flexibility and ability to adapt to ambiguous and changing situations
• Ability to manage high pressure situations

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. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.