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Senior Technical Support Engineering Manager- Mooncake

Microsoft· Technical Support Engineering
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Shanghai, WuxiFull-timePosted 1mo ago

About the role

Leads and accelerates AI-enabled technical support operations within MCAPS-Core, guiding multiple teams across regions, driving process improvements, readiness, security, and people development to deliver fast, high-quality support and customer outcomes.

Responsibilities

  • Case Resolution and Daily Operations: Leads managers in case resolution or larger teams, mentors engineers, optimizes customer interaction processes, leads senior-level customer advisory efforts, ensures CARES behaviors, owns escalations, coordinates resolutions, and upholds CSS Operational Excellence and the Support Delivery Framework.
  • People Management: Empowers teams, mentors development, and focuses on attracting and retaining talent, defining objectives and enabling success across boundaries.
  • Product/Process Improvement: Partners with Supportability and Planning, drives cross-team changes, facilitates best practices, logs product feedback, ensures compliance, and leverages feedback loops to influence product enhancements and automation.
  • Readiness and Knowledge Management: Drives AI adoption, develops readiness programs, enhances knowledge capabilities, promotes learning, and coordinates training across teams.
  • Security: Upholds security standards, mentors on security impact, promotes Secure Future Initiative, and ensures proactive security monitoring and risk management.

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.
  • 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)
  • Mandarin: fluent in reading, writing and speaking; English: proficient in reading, writing and speaking.
  • Ability to meet Microsoft, customer and/or government security screening requirements (Microsoft Cloud Background Check)

Skills

Required:Case management and escalation ownershipPeople management and leadershipOperational excellence and process improvement
Last updated Aug 27, 2026. Interested? Apply on the company site.

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