Microsoft Technical Support Engineering 

United States 

339532005

7+ years of operational excellence, delivery management, account management, sales, or vendor management experience

• OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, or vendor management experience
• OR equivalent experience

3+ years’ experience managing people

Prior experience working with data products (case reviews, coding, data architecture, data solutions)

Other:

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.

This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Preferred Qualifications:

• Knowledge on Databricks tools and proffesional experience

• 5+-year experience of managing professional engineering teams

• Experience working collaboratively in cross-functional teams

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

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 or delivery unit as a whole (e.g., backlog, structure, trends, volume, other business metrics). 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 an escalation point in case resolution as necessary. Aligns resources of product group to support engineers.

• Identifies patterns (e.g., number of cases with similar issues), solutions, and collaborates with internal stakeholders to prioritize issues at the global level.

Product/PRocess Improvement:

•Communicates aggregated customer feedback to stakeholders to influence and drive product quality improvements.

• Identifies resources needed to resolve bugs. Drives visibility of product bugs 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.

• Establishes requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.

• Creates and establishes operational frameworks and sets standards and measures for resolving issues. Enhances processes or workflows across the line of business.

• 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.

• Establishes an engagement strategy with internal teams to promote a consistent plan. Creates methods of relationship building and collaboration to influence local and global strategy for lifetime customer loyalty.

Other:

• Embody our and