Support Engineer Manager- Data Technology

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and Internet of Things (IoT), Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance.

In the Customer Service & Support (CSS) team we are looking for an individual with a passion for delivering customer success. As a Support Engineer Manager -Data Technology you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

This role is flexible in that you can work up to 50% from home.

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.

Required/Minimum Qualifications

· 7+ years operational excellence, delivery management, account management, sales, or vendor management experience

o OR 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.

· 3+ years experience of managing managers.

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.

Additional or Preferred Qualifications

• Effective customer service, communication, and interpersonal skills 
• Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Flexibility and ability to adapt to ambiguous and changing situations 
• Ability to manage high pressure situations

Technical Support Engineering M5 - The typical base pay range for this role across Canada is CAD $121,800 - CAD $219,100 per year.

Find additional pay information here:

https://careers.microsoft.com/v2/global/en/canada-pay-information.html

Microsoft will accept applications for the role until June 28, 2024.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form

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

#CES #CSS #DTP #DataAI

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.

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 engineers.

· Identifies patterns (e.g., number of cases with similar issues), solutions, and collaborates with internal stakeholders to prioritize issues at the global level.

· 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 highly complex customer issues.

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.

Product/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.

· 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.

Business 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