Support Escalation Manager

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Within Customer Service and Support (CSS), our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers' trust in Microsoft and improve their business performance.

As a Support Escalation Manager you will lead a team or group of Support Engineers with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.

This is the Manager position in the AI, IoT and Machine Learning team, leading a team supporting Microsoft's developer customers.This position involves frequent engagement with the direct team, global peers, product groups and customers for a range of cloud technologies from Azure Open AI to Cognitive Services supporting multiple platforms (Windows, Linux, Android etc.) and multiple languages (C, C#, Java, Node.js, Python etc.). Our managers are passionate about technology and helping others, highly observant and collaborative. This requires empathy, outstanding coaching skills, excellent communication skills, the ability to think differently and a genuine desire to help people do their best.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications:

Requirements 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 people management experience

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.

Preferred Qualifications:

• 5+ years managing managers.
• Microsoft Technology Certifications.
• Experience working with Developer Customers
• Experience with cloud platforms such as Azure, AWS, or GCP, with a focus on AI/ML services
• Dependable enthusiasm for Machine Learning, Cognitive Services, and innovative AI technologies (ChatGPT, LangChain, Hugging Face, etc), including a comprehensive understanding of large language models. Affinity for open-source frameworks that help advance the field of AI.
• 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

Technical Support Engineering M5 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#CES #CSS #DTP #DataAI

Responsibilities:

People Management

You 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

You 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

You 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

You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements

Business Integration

You identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience

Other • Embody our culture and values