Senior Technical Support Engineering Manager- Mooncake

Job description

**Overview** MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market. Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Leads Managers in case resolution or larger teams or across multiple regions where applicable. Leads and accelerates AI adoption, ensuring the team is skilled, empowered, compliant, and consistently applying AI to deliver faster, higher quality, and more efficient support. Ensures security standards are upheld across all teams in the organization. Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. 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** - Case Resolution and Daily Operations Leads Managers in case resolution or larger teams or across multiple regions where applicable. Mentors and promotes a culture where team members model all case-handling standards with a continuous focus on speed and quality, including acting as an advisor to other Technical Support Engineers. Evaluates and refines customer interaction processes to ensure they reflect a commitment to excellence in service and high levels of customer satisfaction. Leads senior-level customer advisory efforts, communicating the status and solutions to their issues, and ensuring team members consistently demonstrate Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Demonstrates customer focus in team management decisions. Drives consistent, meaningful recognition within the team. Owns team escalations and coordinates resolution efforts. Leads team response; command incidents when formally declared. Establishes a culture of high-performance, upholding Customer Service & Support (CSS) Operational Excellence and the Support Delivery Framework (e.g., rigorous scheduling, daily backlog and case note reviews, timely transfers) across the organization. - People Management Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others. - Product/Process Improvement Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared (e.g., roadmaps, engineer readiness). Partners with others on cross team change initiatives. Leads or coordinates site-wide community initiatives, expanding best practices across teams. Leads teams to ensure product feedback is properly logged and required processes (e.g., case coding, compliance) are followed. Promotes active participation in local site communities. Directs and mentors multiple teams to influence process improvements across workgroups, ensuring effective leverage of strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Manages teams in the identification of cross-team trends and pattern-based improvements, proactively aligning collaborative efforts across teams to enhance overall effectiveness. Oversees and evaluates the delivery of feedback and collaboration on feature enhancements and automation techniques to improve product serviceability. Directs the integration of insights from case discussions and triage meetings to inform ongoing process enhancements. Champions the sharing of learnings and best practices across the organization. Establishes an engagement strategy with internal teams to promote a consistent plan. Creates methods of relationship building and collaboration to influence local and global strategy for lifetime customer loyalty. - Readiness and Knowledge Management Leads and accelerates AI adoption, ensuring the team is skilled, empowered, compliant, and consistently applying AI to deliver faster, higher quality, and more efficient support. Evaluates broader readiness strategy and drives the execution of plans to ensure organizational alignment. Ensure Knowledge Management time and capacity through support readiness, driving adoption, and recognizing contributions. Manages and mentors multiple teams in developing and delivering readiness materials to enhance knowledge capabilities across the organization. Promotes innovation in using AI and other insights to elevate team capability and support ongoing learning. Leads the strategic implementation of readiness programs, contributing significantly to the content and readiness strategy, and ensuring these efforts align with organizational goals. Coordinates efforts and acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques. - Security Ensures security standards are upheld across all teams in the organization. Leads and mentors multiple teams in reviewing technical solutions for security impact and risk exposure, coaching other managers on operational excellence. Manages and evaluates strategies to enhance Security by Design practices across multiple teams, ensuring all teams and operations meet the highest security standards. Oversees and ensures proactive monitoring and responses to security management notifications and events, with an emphasis on notifying stakeholders of potential security threats. Promotes and champions Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across a broader range of teams and partners. Develops strategies to ensure all team members adhere to security standards. **Qualifications** - Required qualifications Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5 + years operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience. - Preferred qualifications Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years operational excellence, delivery management, account management, or vendor management experience OR equivalent experience. 3+ years people management and/or informal/indirect team leadership experience. Microsoft Technology Certifications Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2) - Language Qualification Mandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking. 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. 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.**](https://careers.microsoft.com/v2/global/en/accessibility.html)