Technical Support Engineer Manager

Microsoft; Estado de México; On-site; MXN 1,287,711 - 1,655,629; Full time

Job summary

A leading technology company is seeking a Technical Support Engineer Manager to lead a team resolving complex technical issues. You will manage customer relationships and ensure team readiness in a fast-paced environment. Ideal candidates have a background in operational excellence and people management, with the ability to communicate effectively in English. This role is onsite in Mexico, Estado de México.

Qualifications

• 5+ years of operational excellence experience.
• 1+ year(s) of people management experience.
• Ability to read, write and speak fluent English.

Responsibilities

• Lead a team to solve complex technical issues.
• Manage customer relationships regarding technical support.
• Ensure team readiness and technical skill acquisition.

Skills

Operational excellence

Delivery management

Account management

People management

Fluent English

Education

Bachelor's degree in Computer Science or related field

Job description

Join to apply for the Technical Support Engineer Manager role at Microsoft

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.

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 role is Microsoft onsite only.

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 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

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 every day 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. 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.