About the Role

The Support Engineering Manager leads a team providing technical support for enterprise customers in APAC, focusing on database technologies. Responsibilities include managing customer and employee experience, operational efficiency, and driving product improvements. This role offers flexibility to work up to 50% from home.

Key Responsibilities

• People Management: Lead a team of product experts, drive accountability, and attract/retain talent.
• Response and Resolution: Manage Technical Support delivery, act as an escalation point, and prioritize technical issues globally.
• Readiness: Ensure team has technical skills for customer experience and collaborate with partner teams to fill readiness gaps.
• Product/Process Improvement: Communicate aggregated customer feedback and set operational frameworks to drive improvements.
• Business Integration: Identify opportunities to collaborate effectively with other teams to enable a great customer experience.

Required Skills & Qualifications

Must Have:

• 5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, IT, or related field AND 3+ years experience.
• 2+ years experience of managing people.
• Accountability for Microsoft cloud services/products like Microsoft Fabric, Azure Power BI, Azure Data Factory, Azure HDInsight, Azure Databricks, Azure Synapse, SQL Server.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check.

Nice to Have:

• Strong customer service, communication, and interpersonal skills.
• Ability to set and communicate team and individual goals and strategy.
• Flexibility and ability to adapt to ambiguous and changing situations.
• Ability to manage high pressure situations.

Benefits & Perks

• Industry leading healthcare