Technical Support Manager

Who you are

You have extensive experience in technical support management, ideally with a background in leading teams that resolve complex technical issues. You understand the importance of customer experience and are committed to delivering high-quality support that builds trust and confidence. Your leadership style fosters an inclusive and high-performing team environment, where collaboration and continuous improvement are prioritized. You are adept at managing escalations and ensuring that customer issues are resolved efficiently, minimizing business impact. You possess strong communication skills, enabling you to effectively engage with customers and internal stakeholders alike. You are passionate about leveraging technology to enhance customer support processes and outcomes.

Desirable

Experience with AI-powered support solutions or familiarity with Microsoft’s product portfolio would be advantageous. A background in cross-team collaboration within a technology company is also a plus, as is a proven track record of driving operational excellence in a support environment.

What you'll do

In this role, you will own the customer escalation experience, ensuring that customers are informed throughout the resolution process and that issues are addressed promptly. You will track resolution progress, remove roadblocks, and act as a senior escalation point for high-severity issues, ensuring that your team is equipped to handle complex challenges. You will partner with engineering, product, support, and account teams to resolve technical issues that span multiple products, driving alignment and collaboration across the organization. Your leadership will be crucial in fostering a culture of operational excellence and readiness for new technologies, as you continuously seek to improve both product and process outcomes. You will model Microsoft’s growth mindset, encouraging your team to embrace challenges and learn from experiences. Your role will also involve mentoring and developing team members, helping them to grow their skills and advance their careers within the company.

What we offer

At Microsoft, you will be part of a mission-driven organization that values diversity and inclusion. We offer competitive compensation and benefits, along with opportunities for professional development and career advancement. You will work in a collaborative environment that encourages innovation and creativity, allowing you to make a meaningful impact on customer experiences and business outcomes. Join us in shaping the future of customer support and technology solutions.