Microsoft Technical Support Engineering Manager 

Costa Rica, San José 

238095626

• 5+ years of operational excellence, delivery management, account management, sales, or vendor management experienceOR a Bachelor's degree in Computer Science, Information Technology (IT), or related field.

• 3+ years operational excellence, delivery management, account management, sales, or vendor management experienceOR equivalent experience
• 1+ year(s) of people management experience (at least three direct reports)

: fluent in reading, writing and speaking.

Preferred Qualifications:

Cybersecurity or IT backgorund is highly preferred

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.

People 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.

•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.

•Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.

•Identifies opportunities to engage with high value or area customers to provide solutions proactively

Other:

• Embody our and