Technical Support Engineering Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jan 04, 2025 | |
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OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. A team is formed with approximately 10-15 engineers. Our team is in charge of SQL VM/MI technology which is one of Azure Cloud family. With the team we deliver great customer experience by resolving technical issue in a timely manner.Our job as a Technical Support Engineer is to manage a team with approximately 10-15 engineers. We hire right talent, train them achieve our business goal by making people success. We work for great customer experience and employee experience. 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.
ResponsibilitiesPeople Management:Managers deliver success through empowerment and accountability by modeling, coaching, and caring.Model - Live our culture; Embody our values; Practice our leadership principles.Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.Care - Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others. Response and Resolution: Ensures customers stay informed as to the status/solution of their issue and manages customer relationship. Monitors tickets of direct reports and delivery units to ensure resolution. Uses tools and strategy to monitor the performance of a team or delivery unit as a whole (e.g., backlog, structure, trends, volume, other business metrics). Serves as the first line of management escalation.Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as an escalation point in case resolution as necessary. Aligns resources of product group to support engineersImpact 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:Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for technologies and feature releases. Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material. Creates Microsoft role guides and ensures Technical Support Engineers have attended compliance trainings. Aids team in identifying gaps in technical documentation and collaborates with engineering and product teams to fill document gaps regarding new and existing technology.Ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technologyProduct/Process Improvement:Communicates aggregated customer feedback to stakeholders to influence and drive product quality improvements.Identifies resources needed to resolve bugs. Drives visibility of product bugs to ensure timely engagement and/or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted.Establishes requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.Creates and establishes operational frameworks and sets standards and measures for resolving issues. Enhances processes or workflows across the line of business.Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvementsBusiness Integration:Establishes an engagement strategy with internal teams to promote a consistent plan. Creates methods of relationship building and collaboration to influence local and global strategy for lifetime customer loyalty. Other: Embody our culture and values | |