Technical Support Engineer Manager

Microsoft; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology company in Mexico City seeks a team leader for customer technical support. You will manage a team, resolve complex issues, and ensure exceptional customer experiences while fostering an environment of operational excellence. Ideal candidates will have extensive experience and a background in IT. This role offers competitive benefits and opportunities for professional growth.

Formación

• 5+ years in operational excellence or equivalent experience.
• 1+ year of people management experience.
• Ability to read, write, and speak fluent English.

Responsabilidades

• Lead a team to solve complex customer technical issues.
• Manage customer relationships and serve as an escalation point.
• Ensure the team has the required technical skills for customer service.

Conocimientos

Operational excellence

People management

Customer service

Problem-solving

Fluent English

Educación

Bachelor's degree in Computer Science or related field

Herramientas

Microsoft Technology Certifications

Azure platforms

Descripción del empleo

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 manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience.
• Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
• Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.

Qualifications

Required Qualifications:

• 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience or a Bachelor's degree in Computer Science, Information Technology (IT), or related field and 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience or equivalent experience
• 1+ year(s) of people management experience
• Ability to read, write and speak fluent English
• 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.

Preferred Qualifications:

• Understanding about Azure platforms (storage, networking, compute, identity and access management, monitoring)
• Experience working in a customer service environment, retail, sales, etc
• Experience in using innovative technologies such as AI in everyday life
• Experience working in a dynamic team environment
• Experience with problem solving and providing solutions to customers
• Microsoft Technology Certifications

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.