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Microsoft Senior Support Engineering Manager Taiwan, Taoyuan City 2895327
Today
Required/minimum qualifications
- 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.
- 1+ year(s) of people management experience.
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
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
- 2+ years of people management experience.
- Microsoft Technology Certifications
- 3+ years of experience providing support for enterprise level premier customers.
- Working knowledge of Purview Compliance (eDiscovery, Auditing, Data Loss Prevention (DLP), Secure Labels, etc.).
- 2+ years of experience with Exchange or Office 365 (Exchange Online and Purview Compliance).
- CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
- Experience with Customer Service Foundations (LinkedIn Learning) or other Customer Service Training.
- Ability to effectively communicate with customersl, managers and executives on technical and business issues.
Business Integration
- Identifies opportunities to engage with high value or area customers to provide solutions proactively.
Product/Process Improvement
- 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.
- Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance.
- 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 resources needed to implement automatization or tools.
- Implements processes for responding to and resolving 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.
Response and Resolution
- 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 complex customer issues.
- 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.
- 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.
- Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively.
Other
- Embody our and
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