Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.We are looking for an intellectually curious, customer-obsessed Support Engineering Manager, who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Support Engineering Manager (SEM), you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Microsoft customers. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.**Responsibilities**:ResponsibilitiesPeople 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. 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 a management escalation point in case resolution as necessary. Analyzes the business impact and utilizes this information to involve the right resources proactively.- Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively.- 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 new and existing 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.Product/Process Improvement- Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance.- Identifies resources needed to resolve bugs. Drives visibility of the product bug 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.- Identifies resources needed to implement automatization or tools.- Implements processes for responding to and resolving issues.- Ens
