Microsoft Technical Support Manager - Azure Subscription Management 

Costa Rica, San José 

132559726

As aTechnical Support Manager - Azure Subscription Management

This role is flexible in that you can work up to 50% from home, and the role might require being on call rotation for weekends.

Required/Minimum Qualifications

• 7+ years operational excellence, delivery management, account management, sales, or vendor management experience
  • 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 people.
• Fluent in reading, writing and speaking English.

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

• Strong 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.

People Management

• Lead a team/ group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.

Response and Resolution

• Manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.

Readiness

• Ensure your team has the technical skills required to provide a great customer experience and you collaborate with engineering /product teams to fill document gaps regarding new and existing technology.

Product/Process Improvement

• Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.

Business Integration

• Identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience.

Other

• Embody our and