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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.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

This is a Director of Technical Support Engineering role accountable for 13 managers and an org of 200 engineers. This role manages across multiple geographies with Managers in United States, Canada and Australia, 3 of the Citizen Alliance countries. This role is also a critical leadership role that supports specialized offerings like US National, Support for Mission Critical and Citizen Aliance Support.

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

As a Director of Technical Support Engineering, you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams. This role is flexible in that you can work up to 2 days per week from home.

• People Managemento You lead teams of product experts that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability, and attracting/ retaining great people.

• Response and Resolutiono You act as an escalation point for customer issues that are politically charged and with technical or financial complexity. You enable teams to effectively manage the customer relationship by removing roadblocks and helping prioritize technical issues at a global level.

• Readinesso You proactively analyze group readiness strategy and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience

• Product/Process Improvemento You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements.

• Business Integrationo You establish the engagement strategy to promote effective collaboration with other teams and organizations to enable a great customer experience.

Other:

• Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

Qualifications

Required Qualifications:

• 10+ 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 8+ years operational excellence, delivery management, account management, sales, or vendor management experience.

• 5+ years experience of managing managers.

Other Qualifications:

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 & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Additional or Preferred Qualifications

• 5+ years managing managers.

• Microsoft Technology Certifications.

Technical Support Engineering M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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

Microsoft will accept applications for the role until July 17, 2024

#CES #CSS #AppsInfra #WindowsCommercial

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .