Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM) of Managers, you will focus on building and leading a high performing organization consisting of Managers (your leadership team) and their engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.

Responsibilities

Lead a team of technical support engineers and their managers to meet and exceed customer experience targets while ever evolving the business.

Attract and retain top technical and management talent while building diverse teams and creating an inclusive culture within our organization. Assist with customer and field escalations, ensuring we get the right resources engaged quickly; often requiring your engagement on account team and customer calls and direct work with engineering teams.

We are looking for an experienced leader to join the Dynamics Americas business to serve as a manager of managers. Your team will consist of people managers and their individual teams of support engineers. To be successful in this role, you will need to be truly customer-obsessed, have a strong operational focus, and have a deep understanding of technical support. You will need to demonstrate the ability to partner with account and sales teams, engineering groups, and other internal Microsoft organizations at the senior leadership level. You will need strong people management skills and the ability to lead teams through change. We are looking for a candidate who will bring thought leadership, confidence, and a willingness to take risks. If you like working with great people in a fast-paced and challenging environment where you can shape the future of support, this role is for you! Partner with peers globally to achieve the goals of the broader Dynamics organization.

Innovate, take risks, and always challenges the status quo.

Bring the voice of your team and customers to the Dynamics leadership team as well as our key stakeholders.

Qualifications

Minimum of 3 years managing technical support teams.

Minimum of 5 years of experience in product support or technical support.

Strong customer service, communication, and interpersonal skills.

Flexibility and ability to adapt to ambiguous and changing situations.

Ability to manage high-pressure situations.

Fluency in English (written and oral) is mandatory.

Experince in support, consulting, systems development, product development, or customer support.

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.