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Technical Support Engineering Manager

Microsoft· Technical Support Engineering
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Mexico Cityfull-timePosted 3w ago

About the role

Technical Support Engineering Manager leading a team of product experts to resolve customer technical issues, manage customer relationships, drive a great customer experience, and contribute to product improvement. On-site role based in Mexico City, México.

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

  • 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR a 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 OR equivalent experience
  • 1+ year(s) of people management experience
  • Ability to read, write, and speak fluent English
  • Ability to meet Microsoft, customer and/or government security screening requirements including Microsoft Cloud Background Check (required upon hire/transfer and every two years)

Skills

Required:People managementTechnical support leadershipCustomer relationship managementCommunication in English
Nice to have:Product feedback and automation initiatives
Last updated Oct 2, 2026. Interested? Apply on the company site.

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