Support Engineering Manager

About the Role

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. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The team provides technical support for enterprise customers in the APAC space. It manages database‑related technologies and operates as part of a global team led by a manager who oversees around 15 people focused on various technologies in the database space. The role is flexible, allowing you to work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• People Management : 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 : Impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and prioritize technical issues at a global level.
• Readiness : 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 : Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
• Business Integration : Identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.

Qualifications

5+ years of operational excellence, delivery management, account management, sales, or vendor management experience, or Bachelor’s degree in Computer Science, Information Technology (IT), or a related field AND 3+ years of the above experience.

Accountability Areas

Desirable Experience

Security Clearance

Ability to meet Microsoft, customer, and / or government security screening requirements is required for this role. These requirements include, but are not limited to, a Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Equal Opportunity Employer

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. If you need assistance and / or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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