Tech Support Engineer Manager-Dynamics CE & Power Platform

Microsoft; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Microsoft is seeking a committed leader to manage a team of product experts in Kuala Lumpur. In this role, you will be responsible for solving complex technical issues for customers, ensuring technical readiness, and driving product/process improvements. The ideal candidate will have extensive experience in management and operational excellence, alongside a relevant degree.

Qualifications

• 7+ years in operational excellence, delivery management, or related field.
• 3+ years' experience managing people.
• Ability to meet Microsoft security screening requirements.

Responsibilities

• Lead a team solving complex customer technical issues.
• Manage Technical Support delivery and act as escalation point.
• Ensure team has the required technical skills for customer experience.

Skills

Leadership

Account Management

Operational Excellence

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Job description

Responsibilities (Text Only)

• 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 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 (Text Only)

Required Qualifications:

• 7+ 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 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience or equivalent experience.
• 3+ years’ experience of managing people.

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. 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.