Technical Support Engineering Manager

7 days ago

Cairo, Egypt Microsoft Corporation Full time

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.

**Responsibilities**:
Key responsibilities:

- Manage and lead a team of Support Engineers and Support Escalation Engineers, with focus on team performance.
- Regularly meet one-on-one with your direct reports, and conduct employee connects and career development discussions along the year.
- Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability and speed of customer and internal deliverables.
- Ensure your direct reports develop their professional skills through active participation in delivery events, training, mentoring and communities.
- Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality and value.
- Build effective relationship with global Customer Service and Support leaders, Microsoft engineering and business leaders for effective projects for right business impact.
- Manage high priority escalations as appropriate. Respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, escalation teams, field personnel, and ensure robust status communication.
- Coordinate and communicate with field teams (Sales, CSAM, and Customer Engineers) as well as Azure Product Group team to deliver a connected customer support experience during critical events
- Partner with offering strategy team on support offering design and capabilities, assist with marketing and awareness efforts as needed with field and customers

**Qualifications**:
4-year Degree in Management, Business, Computer Science, or equivalent in work experience.

Strong/demonstrated experience in management or related product/customer support leadership

Preferred Knowledge and Skills:

- Strong ability to attract, develop and retain top talent.
- Change agent: natural at embracing change and lead people through ambiguity and transformation.
- Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
- Capability to supervise work, set the behavioral example and adjust strategies and tactics as necessary.
- Adept at coordinating team meetings to communicate team information, conduct training and to receive team feedback.
- Proficiency in coordinating and conducting 1:1 meeting with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback.
- Great writing skills and ability to write and deliver individual reviews.
- Qualified to maintain individual and team discipline, cohesiveness and morale

Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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