Overview
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.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
As a Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams. You will make sure customers stay informed as to the status/solution of their issue and manages customer relationship. Tracks resolution speed and removes roadblocks preventing issues from being resolved. Monitors complex problems based on triggers and collaborates with internal stakeholders to ensure that the right resources are engaged proactively. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve highly complex customer issues. Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases. Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance. Identifies resources needed to resolve bugs. Identifies resources needed to implement automatization or tools. Implements processes for responding to and resolving issues. Ensures team member participation in case triage meetings and/or case discussions. Identifies opportunities to engage with high value or area customers to provide solutions proactively.
This role is Microsoft onsite only.
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
Business Integration:
• Identifies opportunities to engage with high value or area customers to provide solutions proactively.
Product/Process Improvement:
• Identifies resources needed to resolve bugs. Drives visibility of the product bug 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.
• Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance.
• Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.
• Identifies resources needed to implement automatization or tools.
• Implements processes for responding to and resolving issues.
Readiness:
• Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing 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.
Response and Resolution:
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
• Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as a management escalation point in case resolution as necessary. Analyzes the business impact and utilizes this information to involve the right resources proactively.
• 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. Serves as the first line of management escalation.
• Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively.
Qualifications
Required Qualifications:
Bachelor’s Degree in Computer Science, Information Technology (IT), Data Science, Engineering, or a related field AND 3+ years of experience in operational excellence, service delivery, customer-facing roles, technical operations, or program management OR 5+ years of equivalent professional experience in lieu of a degree1+ year of people management or team leadership experience, including coaching, mentoring, or guiding early-career professionals
Foundational understanding of Artificial Intelligence concepts, including: a) Basic machine learning principles (e.g., supervised vs. unsupervised learning, model training, inference; b) High-level understanding of how Generative AI systems work (e.g., large language models, prompts, tokens, limitations)
Awareness of Responsible AI principles, including topics such as fairness, reliability, privacy, transparency, and ethical use of AI systems
Strong communication skills in English (written and verbal), with the ability to explain technical or AI-related concepts to non-technical audiences
Demonstrated customer empathy and problem-solving mindset, with the ability to balance business impact, technical constraints, and user trust
Other Requirements:
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.
Preferred Qualifications:
Experience working in customer service, technical support, retail, consulting, or sales environments, especially in roles requiring structured problem solving
Demonstrated passion for Artificial Intelligence and its societal impact, such as: 1) Personal learning projects, certifications, courses, or community involvement related to AI; 2) Interest in ethical technology, digital trust, or responsible innovation
Hands-on experience using AI tools in everyday work or life, such as Microsoft Copilots, chatbots (ChatGPT, Claude, Gemini, Perplexity), automation tools, or AI-assisted analysis
Familiarity with cloud platforms or modern software services, especially concepts related to data, APIs, or scalable systemsExperience working in fast-paced, ambiguous, or evolving team environments, with a growth mindset and willingness to learnMicrosoft Technology Certifications (completed or in progress), especially in AI, cloud, security, or data domains
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**