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Microsoft Technical Support Engineering Manager Taiwan, Taoyuan City 361373003
09.10.2025
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Required 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.
- Language Qualification English Language: fluent in reading, writing and speaking.
Other Qualifications:
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:
- CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification
- Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience
- Ability to effectively communicate with customer managers and executives on technical and business issues.
- Organization, time management, project management, and negotiation skills.
- 3+ years of experience providing support for enterprise level premier customers.
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.
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.
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.
Business Integration
- Identifies opportunities to engage with high value or area customers to provide solutions proactively.
Other:
- Embody our and
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