Customer Experience and Success (CE & S) drives differentiated, human‑centered experiences that accelerate business value through Microsoft’s products and services. Within CE & S, Customer Service & Support (CSS) builds trust and confidence through seamless, AI‑powered support that helps customers resolve issues quickly, prevent future problems, and maximize their Microsoft investment.

As a Senior Support Engineering Manager, this role leads teams of highly skilled support engineers resolving complex, high‑impact technical issues across Microsoft’s solution portfolio. The role serves as a trusted customer and executive escalation point, owning the end‑to‑end support experience while driving cross‑company collaboration with engineering, product, and account teams. This leader is accountable for operational excellence, readiness for new technologies, and continuous product and process improvement—while modeling Microsoft’s growth mindset and fostering inclusive, high‑performing teams that deliver consistent, trusted customer outcomes.

Job Responsibilities

• Customer Experience & Issue Resolution
  Own the customer escalation experience, ensuring customers are informed, issues are resolved efficiently, and business impact is minimized. Track resolution progress, remove roadblocks, and act as a senior escalation point for high‑severity issues.
• Cross‑Team Collaboration
  Partner with engineering, product, support, and account teams to resolve complex cross‑product technical issues. Proactively engage the right resources and drive alignment across teams.
• Operational Excellence & Process Improvement
  Implement scalable processes for triage, response, automation, and quality assurance. Track case health, aging, and severity to improve response times and reduce recurrence.
• Product Feedback & Advocacy
  Drive visibility into product issues and bugs, influence prioritization, and ensure customer feedback is incorporated into the product improvement lifecycle. Ensure accurate case coding for compliance.
• Readiness & Capability Building
  Assess team readiness and execute readiness plans for new and existing technologies, features, and services. Partner with global readiness teams to deliver role‑based training and ensure compliance requirements are met.
• Leadership & Coaching
  Model Microsoft leadership principles by coaching teams, fostering accountability, enabling collaboration, and creating an inclusive, high‑performance culture focused on customer success.

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 OR equivalent experience.
• 1+ year(s) of experience of managing people.

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 OR equivalent experience.
• 2+ years of people management experience.
• Microsoft Technology Certifications

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.