About the Role

Senior Support Engineering Manager leading a team of product experts to resolve complex customer technical issues and drive product improvement. Manages customer relationships, escalations, and ensures team readiness for delivering great customer experiences. Focuses on operational excellence and leveraging AI technologies in a customer service environment.

Key Responsibilities

• Lead a team of product experts solving complex customer technical issues
• Manage customer relationships and act as an escalation point for support engineers
• Ensure team has technical skills for great customer experience
• Participate in product feedback cycle and identify resources for automation/tools
• Establish engagement strategy for collaboration across teams and organizations

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Computer Science, IT, or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+ years of same experience
• Ability to read, write and speak fluent English
• Ability to pass Microsoft Cloud Background Check upon hire and every two years

Nice to Have:

• 1+ year(s) of people management experience
• Experience in Microsoft Azure technologies (e.g., Microsoft App Services, Azure DevOps Services, Azure Monitoring)
• Experience working in customer service environment, retail, sales
• Experience using innovative technologies such as AI in everyday life
• Experience working in dynamic team environment
• Experience with problem solving and providing solutions to customers
• Microsoft Technology Certifications

Benefits & Perks

• Industry leading healthcare