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Technical Support Engineering Manager

Microsoft· Technical Support Engineering
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Mexico CityFull-timePosted 4mo ago

About the role

Manager leading a team of support engineers with deep product knowledge to resolve customer technical issues, manage customer relationships from a support perspective, enable the team to deliver great customer experiences, drive product improvement, and accelerate career growth within Microsoft CE&S. On-site role in Mexico City.

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 act 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 participate in case triage meetings. You identify the right resources to implement automation or tools.
  • Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.

Qualifications

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR equivalent experience.
  • 1+ year(s) of experience of managing people.

Skills

Required:People managementCustomer relationship managementTechnical support
Last updated Oct 23, 2026. Interested? Apply on the company site.

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