Technical Support Engineer Manager

Microsoft; Vancouver; On-site; CAD 91,000 - 169,000; Full time

Job summary

A leading technology company is seeking a Technical Support Engineering M4 to enhance customer loyalty and improve product quality. This role involves people management, response resolution, and process improvement, ensuring customer satisfaction and operational efficiency. The ideal candidate will have a strong background in operational roles and excellent communication skills.

Qualifications

• Minimum of 5+ years in operational roles or Bachelor's plus 3+ years experience.
• At least 1 year of managing people.

Responsibilities

• Deliver success through empowerment and accountability.
• Ensure customers are informed of their issue status and manage relationships.
• Analyze and execute team readiness strategies for technology releases.

Skills

Customer Service

Communication

Adaptability

Managing High-Pressure Situations

Education

Bachelor's Degree

Job description

Responsibilities (Text Only)

1. People Management
   • 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.
2. Response and Resolution
   • Ensure customers are informed of their issue status and manage customer relationships.
   • Monitor tickets and team performance metrics to ensure resolution efficiency.
   • Serve as the escalation point for management and track resolution speed, removing roadblocks.
   • Identify patterns and collaborate with stakeholders to prioritize issues globally.
   • Work with cross-functional teams to resolve complex customer issues.
3. Readiness
   • Analyze and execute team readiness strategies for technology releases.
   • Provide feedback to global teams and ensure team training and documentation gaps are filled.
4. Product/Process Improvement
   • Collect and communicate customer feedback to improve product quality.
   • Manage resource allocation for bug resolution and improve resolution processes.
   • Develop tools and frameworks to automate issue discovery and resolution.
   • Participate in case discussions to share knowledge and improve customer solutions.
5. Business Integration
   • Develop engagement strategies with internal teams to enhance customer loyalty.
6. Other
   • Embody our culture and values.

Qualifications (Text Only)

1. Minimum of 5+ years in operational roles or a Bachelor's degree plus 3+ years in relevant experience.
2. At least 1 year of managing people.
3. This role requires citizenship verification due to legal restrictions, including a valid passport.
4. Ability to pass security screenings required by Microsoft and government agencies.
5. Preferred skills include excellent customer service, communication, adaptability, and managing high-pressure situations.

Technical Support Engineering M4 role offers a base pay range of CAD $91,000 - CAD $168,400 annually across Canada. Applications are accepted until May 27th, 2025. Microsoft is an equal opportunity employer and provides accommodations for applicants with disabilities.