Technical Support Engineering

📍 Job Overview

• Job Title: Senior Support Engineering Manager
• Company: Microsoft
• Location: Bangalore, Karnataka, India
• Job Type: Full-Time (Hybrid)
• Category: Technical Support & Customer Success
• Date Posted: June 27, 2025

🚀 Role Summary

• Lead a team of support engineers with deep product knowledge to resolve customer technical issues and manage customer relationships.
• Enable your team to deliver a great customer experience and drive Microsoft Product Improvement.
• Accelerate your career growth and hone your customer relationship management skills while developing deep technology industry knowledge.
• Build and lead diverse teams, fostering a culture of inclusion and collaboration.

📝 Enhancement Note: This role offers a unique opportunity to grow as a technical leader while making a significant impact on Microsoft's customer support experience and product improvement.

💻 Primary Responsibilities

• Team Leadership: Lead and manage a team of support engineering roles, fostering a culture of growth, innovation, and customer-centricity.
• Customer Relationship Management: Manage customer relationships from a support standpoint, ensuring customer satisfaction and trust.
• Problem Resolution: Oversee the resolution of complex customer technical issues, leveraging AI technology and deep product knowledge.
• Microsoft Product Improvement: Drive Microsoft product improvement by identifying trends, gathering customer feedback, and collaborating with cross-functional teams.
• Stakeholder Communication: Collaborate with various stakeholders, including customers, partners, and internal teams, to ensure seamless support experiences.
• Team Development: Develop team members' skills and careers, providing mentorship, coaching, and growth opportunities.

📝 Enhancement Note: This role requires a balance of strong technical acumen, leadership skills, and customer-centric mindset to drive success in a dynamic, customer-facing environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Proven experience (5-10 years) in technical support, customer success, or a related role, with a strong track record of leading teams and driving customer satisfaction.

Required Skills:

• Deep product knowledge and technical acumen in Microsoft products and services.
• Proven experience in customer relationship management and problem resolution.
• Strong leadership, team management, and coaching skills.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Experience with AI technology and customer support tools.
• Fluency in English, with excellent written and verbal communication skills.

Preferred Skills:

• Experience with Microsoft Dynamics 365 or similar CRM platforms.
• Familiarity with Agile methodologies and project management tools.
• Knowledge of customer support metrics and performance analytics.
• Experience with remote team management and global customer support.

📝 Enhancement Note: Candidates with experience in fast-paced, dynamic environments and a proven ability to adapt to change will thrive in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate your ability to manage customer relationships and resolve technical issues through case studies or success stories.
• Showcase your leadership skills and team management approach through team projects or mentoring examples.
• Highlight your problem-solving skills and technical acumen through complex issue resolution examples.

Technical Documentation:

• Prepare a summary of your experience in customer relationship management, including key achievements and lessons learned.
• Document your approach to team management, mentoring, and driving customer satisfaction.
• Include any relevant metrics or data that demonstrate your impact on customer support and product improvement.

📝 Enhancement Note: Tailor your portfolio to emphasize your unique blend of technical expertise, leadership skills, and customer-centric mindset.

💵 Compensation & Benefits

Salary Range: INR 25-35 LPA (Estimated, based on industry standards for Senior Support Engineering Manager roles in Bangalore)

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance and retirement plans.
• Generous time-off policies, including vacation, sick leave, and company holidays.
• Employee stock purchase plan and other equity incentives.
• Professional development opportunities, including training, certifications, and conference attendance.
• A flexible, hybrid work arrangement, with the option to work up to 50% from home.

Working Hours: Full-time (40 hours/week), with flexible scheduling to accommodate customer support needs and maintenance windows.

📝 Enhancement Note: Microsoft offers a competitive benefits package that prioritizes employee well-being, growth, and work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, with a focus on productivity, platforms, and experiences.

Company Size: Large (over 180,000 employees worldwide), with a decentralized, global structure.

Founded: 1975, with a rich history of innovation and industry leadership.

Team Structure:

• Support Engineering: A diverse team of technical experts responsible for resolving customer issues and driving product improvement.
• Customer Success: Focused on customer satisfaction, retention, and growth through proactive support and strategic account management.
• Cross-functional collaboration: Works closely with various teams, including product, engineering, sales, and marketing, to ensure seamless customer experiences.

Development Methodology:

• Agile and customer-centric, with a focus on continuous improvement and innovation.
• Data-driven decision-making, leveraging AI and analytics to enhance customer experiences and drive business outcomes.

Company Website: Microsoft

📝 Enhancement Note: Microsoft's culture emphasizes innovation, collaboration, and customer obsession, empowering employees to achieve more in a dynamic, global environment.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Support Engineering Manager, with a focus on driving customer satisfaction, team leadership, and product improvement.

Reporting Structure: Reports directly to the Director of Customer Service & Support, with cross-functional collaboration with various teams, including product, engineering, and customer success.

Technical Impact: Leverage deep product knowledge and AI technology to resolve complex customer issues, drive product improvement, and enhance customer experiences.

Growth Opportunities:

• Develop your leadership, team management, and customer relationship management skills.
• Gain exposure to various Microsoft products, services, and technologies, expanding your technical expertise.
• Collaborate with cross-functional teams to drive customer success and business outcomes.
• Pursue career progression paths in customer success, technical support, or other related fields.

📝 Enhancement Note: This role offers significant growth opportunities, with a strong focus on developing your leadership, technical, and customer-centric skills in a dynamic, global environment.

🌐 Work Environment

Office Type: Modern, collaborative workspaces designed to foster innovation, creativity, and teamwork.

Office Location(s): Bangalore, with the option to work up to 50% from home.

Workspace Context:

• Collaborative, open-plan workspaces with dedicated team areas and meeting rooms.
• Access to state-of-the-art technology, tools, and resources to support your work.
• A diverse, inclusive culture that values collaboration, learning, and growth.

Work Schedule: Full-time (40 hours/week), with flexible scheduling to accommodate customer support needs and maintenance windows. The role is flexible, allowing you to work up to 50% from home.

📝 Enhancement Note: Microsoft's work environment prioritizes collaboration, innovation, and work-life balance, with a focus on empowering employees to achieve more.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief conversation to assess your communication skills, technical acumen, and cultural fit.
2. Technical Assessment: A hands-on evaluation of your problem-solving skills, customer relationship management experience, and leadership capabilities.
3. Behavioral Interview: An in-depth discussion of your leadership style, team management approach, and customer-centric mindset.
4. Final Interview: A meeting with the hiring manager and other stakeholders to assess your cultural fit, career aspirations, and alignment with the role's objectives.

Portfolio Review Tips:

• Highlight your ability to manage customer relationships and resolve technical issues through case studies or success stories.
• Demonstrate your leadership skills and team management approach through team projects or mentoring examples.
• Showcase your problem-solving skills and technical acumen through complex issue resolution examples.

Technical Challenge Preparation:

• Brush up on your Microsoft product knowledge and customer support best practices.
• Familiarize yourself with AI technology and customer support tools.
• Prepare for behavioral interview questions that assess your leadership, team management, and customer-centric skills.

ATS Keywords: (Organized by category)

• Customer Relationship Management: Customer Success, Customer Experience, Customer Satisfaction, Customer Retention, Customer Support, Customer Relationship Management.
• Leadership & Team Management: Team Leadership, Team Management, Coaching, Mentoring, Collaboration, Cross-functional Collaboration, Stakeholder Management.
• Technical Skills: Technical Support, Problem Resolution, AI Technology, Customer Support Tools, Microsoft Products, Microsoft Services.
• Soft Skills: Communication, Interpersonal Skills, Stakeholder Management, Customer-centric Mindset, Data-driven Decision-making, Problem-solving.

📝 Enhancement Note: Tailor your application and interview preparation to emphasize your unique blend of technical expertise, leadership skills, and customer-centric mindset, highlighting your ability to drive customer satisfaction and product improvement in a dynamic, global environment.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Microsoft Dynamics 365 or similar CRM platforms.
• AI-powered customer support tools and chatbots.
• Ticketing systems, such as ServiceNow or Zendesk.
• Collaboration tools, such as Microsoft Teams or Slack.

Microsoft Products & Services:

• Familiarize yourself with Microsoft's extensive portfolio of products and services, including Office 365, Windows, Azure, and Dynamics 365.

📝 Enhancement Note: While this role does not require deep technical expertise in specific web technologies or infrastructure, a strong understanding of Microsoft's products and services, as well as customer support tools, is essential for success.

👥 Team Culture & Values

Microsoft Values:

• Customer Obsessed: We put customers first, listening to their feedback and using it to drive innovation and improvement.
• One Microsoft: We collaborate across teams, functions, and geographies to drive business outcomes and customer success.
• Growth Mindset: We embrace a growth mindset, learning from our mistakes and continuously seeking to improve.
• Inclusive: We foster an inclusive culture where everyone can thrive, bringing their unique perspectives and ideas to the table.
• One Microsoft: We collaborate across teams, functions, and geographies to drive business outcomes and customer success.
• Customer Obsessed: We put customers first, listening to their feedback and using it to drive innovation and improvement.

Collaboration Style:

• Cross-functional Collaboration: Works closely with various teams, including product, engineering, sales, and marketing, to ensure seamless customer experiences.
• Data-driven Decision-making: Leverages AI and analytics to enhance customer experiences and drive business outcomes.
• Continuous Improvement: Embraces a culture of continuous improvement, learning from our mistakes and seeking to innovate and improve.

📝 Enhancement Note: Microsoft's culture emphasizes collaboration, innovation, and customer obsession, empowering employees to achieve more in a dynamic, global environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Issue Resolution: Resolve complex customer technical issues, leveraging AI technology and deep product knowledge.
• Customer Relationship Management: Manage customer relationships from a support standpoint, ensuring customer satisfaction and trust.
• Product Improvement: Drive Microsoft product improvement by identifying trends, gathering customer feedback, and collaborating with cross-functional teams.

Learning & Development Opportunities:

• Leadership Development: Develop your leadership, team management, and customer relationship management skills through mentoring, coaching, and training opportunities.
• Technical Skills Development: Expand your technical expertise through exposure to various Microsoft products, services, and technologies.
• Customer-centric Mindset: Enhance your customer-centric mindset through customer interactions, feedback, and continuous learning.

📝 Enhancement Note: This role offers significant challenges and growth opportunities, with a strong focus on developing your leadership, technical, and customer-centric skills in a dynamic, global environment.

💡 Interview Preparation

Technical Questions:

• Customer Relationship Management: Describe your approach to managing customer relationships and ensuring customer satisfaction.
• Problem Resolution: Walk us through a complex customer issue you've resolved, highlighting your problem-solving skills and technical acumen.
• Leadership & Team Management: Share an example of your leadership style and team management approach, demonstrating your ability to drive customer success and product improvement.

Company & Culture Questions:

• Customer Obsession: How do you ensure that you're putting the customer first in your decision-making and approach to support?
• Inclusion: Describe how you foster an inclusive culture and ensure that diverse perspectives are valued and considered.
• Growth Mindset: Share an example of a time when you embraced a growth mindset, learning from a mistake or challenge and using it to drive improvement.

Portfolio Presentation Strategy:

• Customer-centric Focus: Tailor your portfolio to emphasize your unique blend of technical expertise, leadership skills, and customer-centric mindset.
• Storytelling: Use storytelling techniques to engage the interviewer and bring your case studies, success stories, and team projects to life.
• Data-driven Insights: Incorporate data and metrics to demonstrate the impact of your work on customer support and product improvement.

📝 Enhancement Note: Tailor your interview preparation to emphasize your unique blend of technical expertise, leadership skills, and customer-centric mindset, highlighting your ability to drive customer satisfaction and product improvement in a dynamic, global environment.

📌 Application Steps

To apply for this Senior Support Engineering Manager position at Microsoft:

1. Submit your application through the application link provided on the Microsoft careers website.
2. Tailor your resume to highlight your technical expertise, leadership skills, and customer-centric mindset, emphasizing your ability to drive customer satisfaction and product improvement.
3. Prepare your portfolio to showcase your problem-solving skills, customer relationship management experience, and leadership approach, with a focus on customer-centric storytelling and data-driven insights.
4. Research Microsoft's products, services, and company culture to demonstrate your understanding of the company's mission, values, and commitment to customer success.
5. Prepare for the interview process by brushing up on your Microsoft product knowledge, customer support best practices, and leadership skills, and by practicing common interview questions and scenarios.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the Microsoft hiring organization before making application decisions.