Technical Support Engineering Manager

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Date posted

Jun 04, 2025

Job number

1827080

Work site

Microsoft on-site only

Travel

None

Role type

People Manager

Profession

Technical Support

Discipline

Technical Support Engineering

Employment type

Full-Time

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 Senior 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.

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.

We are looking for candidates who demonstrate strong communication skills, a commitment to continuous learning, and a passion for customer success. You'll receive structured onboarding, mentorship, and access to technical training to support your career development in the Identity and Security space.

Technical Skills & Knowledge to Support Your Growth

This is a great opportunity for early-in-career professionals or recent graduates with a strong interest in technology, Identity, and cloud services. While prior hands-on experience is not required, familiarity with or a willingness to learn the following areas will support a successful onboarding experience:

• Basic understanding of networking concepts (e.g., IP addresses, DNS, HTTP/S)
• Foundational knowledge of operating systems such as Windows Server and Active Directory
• Interest in learning about cloud-based identity services, such as Microsoft Entra ID (Azure Active Directory)
• Understanding the purpose of authentication and authorization, and how organizations manage access to systems and applications
• Willingness to explore modern authentication protocols (e.g., OAuth2, OpenID Connect, SAML)
• An analytical mindset with the ability to troubleshoot and logically assess issues, even in unfamiliar or ambiguous situations
• Familiarity with or curiosity about cloud platforms (Microsoft Azure, AWS, or Google Cloud) is considered an asset.

Required Qualifications:
• 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
o OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience
o OR equivalent experience
• 1+ year(s) of people management experience

Language Qualification
English Language: fluent in reading, writing and speaking.

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.

• People Management: You 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: You manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience.
• Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
• Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.