Modern Workplace Support Engineering Manager vacancy at microsoft | microsoft careers
Cairo, Cairo, Egypt
Customer Experience & Success
• Do you want to
empower every person and every organization on the planet to achieve more?
• Do you want to work
in an open and inclusive environment where diverse perspectives are celebrated?
• If you love talking
to and learning from customers and are excited about working with brilliant
technical minds, we want to talk to you.
In Customer Experience
& Success, we are focused on how we can Empower, Help, and Advise Microsoft
customers. We engage in solving complex problems for customers, we collaborate
and knowledge share with each other, and we innovate on solutions to enable our
customers to make the most of Microsoft products.
Our team is
geographically distributed, we speak many languages and we come from a variety
of cultural backgrounds. We are rapidly expanding, and we are looking for
talented people with a passion for solving complex issues and an obsession for
customer happiness.
Our culture is built around attributes that drive our every decision and our every action:
• Customer Obsession -
we exist for and because of the customer. We need people who share that passion
and drive to make our customers experiences easy, insightful and trusted.
• Growth Mindset - we
value all perspectives and reward individuals that poke at the edges of what
they know to be true. We are seeking people that think differently and are
biased toward action to accomplish great things.
• Diverse & Inclusive
- we enable people who bring a contemporary view to shape our internal teams
and encourage all to feel included.
• One Microsoft - we
collaborate and value the work of others, combining their learnings with our
own to make a better outcome for our customers.
• Making a difference -
we drive impact by looking for ways to continually improve our day to day
responsibilities and the connections between our work and others.
We are looking for an
intellectually curious, customer-obsessed Support Engineering Manager, who has
a demonstrated track record in building teams through effective and strong
leadership and has empowered people to help customers succeed. As a Support
Engineering Manager (SEM), you will focus on building and leading a high
performing team. You will be responsible for ensuring our teams provide a
positive support experience, which includes being responsive to our customers
and effectively partnering with stakeholders on the most critical problems for
Microsoft customers. You will represent Microsoft to our customers and will
work directly with our most relevant internal groups to drive change that
enhances the customer experience. You will act as the voice of the customer to
internal audiences such as the Microsoft Engineering Group, leveraging the
culture of customer obsession at Microsoft to empower every person and every
organization on the planet to achieve more.
Responsibilities
As a Support
Engineering Manager, you will:
• Manage and lead a
diverse and inclusive team of Support Engineers and Support Escalation
Engineers, with focus on team performance.
• Enable an environment
in which people can do their best work, ensuring your team builds the customer
focus, collaboration skills, technical expertise, agility and excellent communication
and interpersonal skills needed to support our customers effectively
• Actively lead and
enable our quest to ensure our people/teams reflect the diversity of our global
customer base.
• Conduct employee
assessment discussions, provide coaching, share feedback regularly and partner
with employees on career development.
• Manage all aspects of
customer support delivery, including daily operations, scheduling, meetings and
addressing customer feedback.
• Foster a strong
partnership between technical support teams and stakeholders in other parts of
the business
• Partner with global
peers to ensure consistency and follow-through for global processes and
coordination of resources
Qualifications Required
3+ years of experience
leading and developing people
Desirable Experience
Strong customer
service, communication, and interpersonal skills?
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
Bachelor's degree in
engineering, management, business, or related field or 4 years work experience
Language Qualification
English Language:
fluent in reading, writing and speaking.