Director of Technical Support Engineering

OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.As a Director of Technical Support Engineering, you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams.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.Responsibilities People Management: You lead teams of product experts that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability, and attracting/ retaining great people. Response and Resolution: You act as an escalation point for customer issues that are politically charged and with technical or financial complexity. You enable teams to effectively manage the customer relationship by removing roadblocks and helping prioritize technical issues at a global level. Readiness: You proactively analyze group readiness strategy and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience Product/Process Improvement: You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements. Business Integration: You establish the engagement strategy to promote effective collaboration with other teams and organizations to enable a great customer experience.QualificationsRequired Qualifications: Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 8+ years of operational excellence, delivery management, account management, sales, or vendor management experienceOR 10+ years of operational excellence, delivery management, account management, sales, or vendor management experience.OR equivalent experience5+ years’ experience of managing peopleLanguage QualificationMandarin Language: fluent in reading, writing and speaking.English Language: confident in reading, writing and speaking.This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.