With over 18,000 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.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

As a Director of Technical Support Engineering you will lead an organization with deep deep product knowledge that resolve customer technical issues. You will own the customer relationship from a support standpoint and enable your teams 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 and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams.

As a Director of Technical Support Engineering you will lead an organization with deep deep product knowledge that resolve customer technical issues. You will own the customer relationship from a support standpoint and enable your teams 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 and leadership skills. You will develop deep technology industry knowledge and become adept at leading an organization of diverse teams.

This role is flexible in that you can work up to 50% from home.

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 teams of product experts that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability and helps attracting/ retaining great people

Response and Resolution

You act as escalation point for customer issues that are politically charged and/or of technical/ financial complexity. You enable teams to effectively manage the customer relationship with regards to Technical Support and remove roadblocks and help prioritize technical issues at a global level.

Readiness

You analyze group readiness strategy proactively and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience.

Product/Process Improvement

You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements.

Business Integration

You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience

Qualifications

Requirements

10+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 8+ years operational excellence, delivery management, account management, sales, or vendor management experience.

• 5+ years experience of managing managers.

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

Language Qualification

Japanese Language: fluent in reading, writing and speaking. English Language: confident in reading and writing; moderate spoken English skills

Microsoft is an equal opportunity 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .