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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Technical Support Engineering M4

United States, Redmond 85100.00 - 169800.00 USD / Year · Job Posted February 14, 2026
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Job Description

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.

Job Responsibility

  • Lead, coach, and develop a team of technical support engineers and product experts
  • Drive accountability, performance management, and talent development
  • Attract, retain, and grow top technical talent through effective leadership practices
  • Own the customer relationship for Technical Support engagements
  • Act as an escalation point for complex or high‑impact customer issues
  • Remove operational and technical roadblocks to enable timely issue resolution
  • Ensure the team maintains the technical skills required to support Microsoft products
  • Identify skills gaps and drive readiness plans through training and mentoring
  • Ensure the team understands and participates in the product feedback lifecycle
  • Participate in case triage and operational review meetings
  • Leverage data and automation to improve support efficiency and quality
  • Establish engagement strategies to collaborate effectively across engineering, product, and support teams
  • Use data insights to influence decision‑making and improve customer outcomes
  • Personally contributes to data analysis and reporting efforts in support of support operations and business reviews
  • Designs, builds, and maintains Power BI dashboards and reports
  • Uses SQL and ETL processes to integrate data from multiple systems
  • Performs data validation, reconciliation, and statistical analysis to ensure reporting accuracy
  • Leverages insights from data to drive operational improvements and leadership decisions

Requirements

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience
  • OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
  • OR equivalent experience
  • 1+ year(s) of experience of managing people

Nice to have

  • Experience with data analytics, reporting, or engineering program management
  • Hands‑on experience creating Power BI reports and dashboards
  • Proficiency with Power BI, SQL, and ETL processes
  • Ability to mine data to extract insights, identify patterns, and analyze trends
  • Experience blending and reconciling data from multiple systems to prepare accurate reports
  • Experience producing monthly and ad‑hoc reporting for operational and business needs
  • Ability to perform statistical analysis of data and monitor data quality
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