Job Responsibility: With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S;) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S; and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. 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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company's collective Security strategy and our ability to handle these critical customer needs from start to finish. As a Technical Support Engineer Manager you will lead a team of Support Engineers with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading 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 a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people Response and Resolution You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks. Readiness You ensure your team has the technical skills required to provide a great customer experience Product/Process Improvement You ensure your team understands the product feedback cycle and participte in case triage meetings. You identify the right resources to implement automization or tools. Business Integration You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience Other Embody our Culture and Values

Qualifications

Required/Minimum Qualifications

- 5+ years operational excellence, delivery management, account management, sales, or vendor management experience

o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience.
- 1+ year(s) experience of managing people.





Other requirements Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Additional or Preferred Qualifications

- 2+ years people management experience.
- Business level fluency to read, write and speak English and French.
- Prior customer service experience, 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.

Technical Support Engineering M4 - The typical base pay range for this role across Canada is CAD $88,800 - CAD $165,000 per year. Find additional pay information here: Microsoft is an equal chance employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

📌 Technical Support Engineer Manager (Vancouver)
🏢 Microsoft
📍 Vancouver