Microsoft

Senior Support Engineering Manager

Microsoft • $106K — $203K *
Irving, TX 75061In-Person
Information Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, IT, or related field plus 5+ years of experience in operational excellence, delivery management, or similar roles, or equivalent experience.
  • 5+ years of people management and informal/indirect team leadership experience.
  • Preferred: 12+ years of operational excellence and delivery management experience, with at least 3 years in people management.
  • Microsoft Technology Certifications are a bonus.
  • Experience with major ERP systems like Microsoft Dynamics 365, SAP, or Oracle is desirable.

Responsibilities

  • Lead a support engineering team in resolving customer technical issues and improving customer experience.
  • Mentor team members to foster a culture of accountability and excellence in service delivery.
  • Collaborate with planning teams on product changes to ensure readiness and effective case management.
  • Drive AI adoption for enhanced support capabilities and faster resolution times within the team.
  • Establish and maintain high security standards across all support operations, ensuring proactive risk management.
  • Champion process improvements by leveraging customer feedback and analytics for better service delivery.
  • Coordinate cross-team efforts to share best practices and enhance overall organizational effectiveness.

Benefits

  • Opportunity for career growth and skill development in customer relationship management.
  • Work with cutting-edge technologies in a dynamic, supportive environment.
  • Access to professional development programs and mentorship.
  • Engagement in community initiatives to foster collaboration across teams.
  • Participation in local site communities to enhance process and product knowledge.
Full Job Description
Overview

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.

Responsibilities

Case Resolution and Daily Operations

  • Leads Managers in case resolution or larger teams or across multiple regions where applicable. Mentors and promotes a culture where team members model all case-handling standards with a continuous focus on speed and quality, including acting as an advisor to other Technical Support Engineers. Evaluates and refines customer interaction processes to ensure they reflect a commitment to excellence in service and high levels of customer satisfaction. Leads senior-level customer advisory efforts, communicating the status and solutions to their issues, and ensuring team members consistently demonstrate Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Demonstrates customer focus in team management decisions. Drives consistent, meaningful recognition within the team. Owns team escalations and coordinates resolution efforts. Leads team response; command incidents when formally declared. Establishes a culture of high-performance, upholding Customer Service & Support (CSS) Operational Excellence and the Support Delivery Framework (e.g., rigorous scheduling, daily backlog and case note reviews, timely transfers) across the organization.


People 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.


Product/Process Improvement

  • Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared (e.g., roadmaps, engineer readiness). Partners with others on cross team change initiatives. Leads or coordinates site-wide community initiatives, expanding best practices across teams. Leads teams to ensure product feedback is properly logged and required processes (e.g., case coding, compliance) are followed. Promotes active participation in local site communities. Directs and mentors multiple teams to influence process improvements across workgroups, ensuring effective leverage of strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Manages teams in the identification of cross-team trends and pattern-based improvements, proactively aligning collaborative efforts across teams to enhance overall effectiveness. Oversees and evaluates the delivery of feedback and collaboration on feature enhancements and automation techniques to improve product serviceability. Directs the integration of insights from case discussions and triage meetings to inform ongoing process enhancements. Champions the sharing of learnings and best practices across the organization. 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.


Readiness and Knowledge Management

  • Leads and accelerates AI adoption, ensuring the team is skilled, empowered, compliant, and consistently applying AI to deliver faster, higher quality, and more efficient support. Evaluates broader readiness strategy and drives the execution of plans to ensure organizational alignment. Ensure Knowledge Management time and capacity through support readiness, driving adoption, and recognizing contributions. Manages and mentors multiple teams in developing and delivering readiness materials to enhance knowledge capabilities across the organization. Promotes innovation in using AI and other insights to elevate team capability and support ongoing learning. Leads the strategic implementation of readiness programs, contributing significantly to the content and readiness strategy, and ensuring these efforts align with organizational goals. Coordinates efforts and acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.


Security

  • Ensures security standards are upheld across all teams in the organization. Leads and mentors multiple teams in reviewing technical solutions for security impact and risk exposure, coaching other managers on operational excellence. Manages and evaluates strategies to enhance Security by Design practices across multiple teams, ensuring all teams and operations meet the highest security standards. Oversees and ensures proactive monitoring and responses to security management notifications and events, with an emphasis on notifying stakeholders of potential security threats. Promotes and champions Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across a broader range of teams and partners. Develops strategies to ensure all team members adhere to security standards.


Qualifications

Required/minimum qualifications:

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5 + years operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience.
  • 5+ years people management and/or informal/indirect team leadership experience.


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.
  • Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.


Additional or preferred qualifications
  • Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years operational excellence, delivery management, account management, or vendor management experience OR equivalent experience.
  • 3+ years people management and/or informal/indirect team leadership experience.
  • Microsoft Technology Certifications
  • Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)
  • Experience supporting, implementing, administering, or troubleshooting Enterprise Resource Planning (ERP) systems or other business applications, such as Microsoft Dynamics 365, SAP, Oracle, NetSuite, PeopleSoft, Epicor, or similar platforms.


Technical Support Engineering M5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

Microsoft Careers

Join Microsoft today and be part of a company that values innovation, leadership, and diversity in its workforce. As a global leader in technology and digital transformation, Microsoft offers unparalleled job opportunities that propel your career to new heights.

Explore Career Opportunities at Microsoft

Whether you're a seasoned professional looking for your next challenge or a recent graduate eager to start your career, Microsoft has a position that suits your skills and ambitions. We are committed to fostering a culture of growth and learning, where every team member is supported in expanding their horizons.

Internship Programs

Kickstart your career with a Microsoft internship. Our internships provide invaluable workplace experience and networking opportunities in a supportive and dynamic environment. You'll work on real projects, learn from industry leaders, and gain the skills necessary for a successful career in technology.

Employment Benefits

Choosing a career at Microsoft means more than just a job. Our employees enjoy a range of benefits designed to empower them both professionally and personally. These include comprehensive health benefits, flexible working conditions, and opportunities for career advancement through professional development and diversity training.

Inclusive Culture and Diversity

At Microsoft, we believe that innovation comes from diversity of thought and inclusion. We are committed to a workplace where everyone feels valued and inspired. Our leadership is dedicated to fostering an environment where diverse perspectives lead to breakthrough innovations and a competitive edge.

Grow with Us

Career growth at Microsoft is about more than climbing the corporate ladder; it's about continuous learning, expanding your skills, and improving your capabilities. With access to various leadership and training programs, you can evolve as a professional and make a significant impact within the company and on the global stage.

Hiring Process

Our hiring process is designed to identify true potential. Starting with a review of your resume, followed by interviews that assess your problem-solving abilities and cultural fit, we ensure that all candidates have a fair chance to demonstrate their strengths and potential to contribute to our team.

Networking and Professional Development

Microsoft is a place where you can build a professional network that spans the globe. Our employees benefit from connections with top-tier professionals and industry leaders, which opens doors to innovative projects and collaborative opportunities that are second to none.

Join Our Team

If you're ready to take on exciting challenges and make a difference in the world of technology, explore the job opportunities at Microsoft. Search for open positions that match your skills and interests, and prepare to embark on a rewarding career path filled with innovation and opportunities for personal and professional growth.

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At Microsoft, your future is limitless. Join us in our mission to empower every person and every organization on the planet to achieve more. Your journey with Microsoft starts here.
Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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