Technical Support Engineering Manager at Microsoft

📍 Job Overview

Job Title: Technical Support Engineering Manager
Company: Microsoft
Location: San José, Costa Rica
Job Type: Full-Time
Category: Technical Management
Date Posted: 2025-08-08

🚀 Role Summary

Lead a team of support engineers with deep product knowledge to resolve customer technical issues and manage customer relationships.
Enable the team to deliver exceptional customer experiences and drive Microsoft product improvement.
Accelerate career growth and hone 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 focuses on customer support and experience, requiring strong leadership and management skills, as well as a deep understanding of Microsoft products and AI technology.

💻 Primary Responsibilities

Team Leadership: Lead and manage a team of support engineering roles, fostering a growth mindset and driving team performance.
Customer Relationship Management: Manage customer relationships from a support standpoint, ensuring customer satisfaction and trust.
Problem Resolution: Oversee the resolution of customer technical issues, leveraging AI technology and product knowledge.
Product Improvement: Collaborate with cross-functional teams to drive Microsoft product improvement based on customer feedback and support data.
Team Development: Develop team members' skills and careers, providing mentorship and coaching as needed.
Stakeholder Communication: Collaborate with stakeholders across Microsoft to align support efforts with broader business objectives.

📝 Enhancement Note: This role requires a balance of technical proficiency, leadership skills, and customer focus to drive exceptional support experiences and product improvement.

🎓 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 in technical support, customer relationship management, and team leadership. Experience with Microsoft products and AI technology is a plus.

Required Skills:

Proven leadership and management skills
Strong problem-solving abilities
Deep product knowledge and technical acumen
Excellent communication and interpersonal skills
Ability to build and lead diverse teams
Customer-focused mindset with a passion for delivering exceptional experiences
Proficiency in Microsoft Office Suite and collaboration tools

Preferred Skills:

Experience with AI technology and support processes
Familiarity with customer support metrics and performance optimization
Knowledge of agile methodologies and project management
Fluency in Spanish (both written and verbal)

📝 Enhancement Note: Candidates should possess a strong blend of technical, leadership, and customer-focused skills to excel in this role.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements, as it focuses on technical support and management rather than web development or design.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in San José, Costa Rica is between ₡1,500,000 - ₡2,500,000 COP (Colombian Peso) per year, based on local market data and cost of living adjustments. This is equivalent to approximately $4,000 - $6,700 USD per year.

Benefits:

Competitive benefits package, including health insurance and retirement plans
Generous time off and leave policies
Employee stock purchase plan and other financial benefits
Professional development opportunities and career growth
A dynamic and inclusive work environment with a strong focus on diversity, equity, and inclusion

Working Hours: Full-time position with standard business hours, Monday through Friday. Overtime may be required as needed to resolve critical customer issues.

📝 Enhancement Note: Salary estimates are based on regional market data and cost of living adjustments. Benefits and working hours information is derived from Microsoft's standard employee benefits and work policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Microsoft operates in the technology industry, with a focus on developing, manufacturing, licensing, and supporting a wide range of software products and services.

Company Size: Microsoft is a large corporation with over 180,000 employees worldwide, providing ample opportunities for career growth and development.

Founded: Microsoft was founded in 1975 by Bill Gates and Paul Allen, with a mission to empower every person and every organization on the planet to achieve more.

Team Structure:

The Customer Experience and Success (CE&S) organization is responsible for driving customer satisfaction and success through differentiated customer experiences that leverage Microsoft's products and services.
The Customer Service & Support (CSS) organization within CE&S builds trust and confidence for every person and organization through delivering a seamless support experience.
This role is part of the CSS organization, focusing on technical support and customer relationship management.

Development Methodology:

Microsoft follows agile methodologies for product development and improvement, with a focus on continuous integration, delivery, and improvement.
The support organization employs a customer-centric approach, with a focus on resolving customer issues quickly and securely while driving product improvement.

Company Website: Microsoft Careers

📝 Enhancement Note: Company culture and team structure information is based on publicly available data and Microsoft's mission and values statements.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level management position, focusing on leading a team of support engineers and driving customer satisfaction and product improvement.

Reporting Structure: The Technical Support Engineering Manager reports directly to the Support Engineering Manager or a similar role within the CSS organization.

Technical Impact: This role has a significant impact on Microsoft's products and services, driving customer satisfaction and product improvement through effective support and issue resolution.

Growth Opportunities:

Career Progression: Opportunities for career progression within the CSS organization, such as moving into a senior leadership role or transitioning into a different functional area within Microsoft.
Technical Skill Development: Opportunities to develop technical skills and expertise in Microsoft products, AI technology, and support processes.
Leadership Development: Opportunities to hone leadership and management skills through team development, mentoring, and coaching.

📝 Enhancement Note: Career growth opportunities are based on Microsoft's internal career progression paths and the typical career trajectories for similar roles in the technology industry.

🌐 Work Environment

Office Type: Microsoft's San José office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Microsoft's San José office is located in the Forum II building in the Forum Corporate Center, providing easy access to public transportation and nearby amenities.

Workspace Context:

Collaboration: The office features open workspaces, meeting rooms, and breakout areas designed to encourage collaboration and communication among team members.
Technology: The office is equipped with state-of-the-art technology, including high-speed internet, video conferencing, and collaboration tools.
Comfort: The office provides comfortable workspaces, with adjustable ergonomic chairs and multiple monitor setups to support productivity and well-being.

Work Schedule: Standard business hours, Monday through Friday, with the possibility of overtime as needed to resolve critical customer issues. Flexible work arrangements may be available, depending on the team's needs and the manager's approval.

📝 Enhancement Note: Work environment details are based on publicly available information about Microsoft's offices and work policies.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the role, qualifications, and fit with Microsoft's culture.
Technical Deep Dive: A more in-depth discussion about the candidate's technical skills, experience, and problem-solving abilities, focusing on customer support and Microsoft products.
Behavioral Interview: An interview focused on the candidate's leadership, management, and customer-focused skills, using behavioral-based questions.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to assess the candidate's fit for the role and the team.

Portfolio Review Tips: N/A (This role does not require a web portfolio or project requirements.)

Technical Challenge Preparation: N/A (This role does not involve technical challenges or coding exercises.)

ATS Keywords: (See the comprehensive list of relevant keywords below.)

📝 Enhancement Note: The interview process and preparation tips are based on Microsoft's standard hiring processes and industry best practices for technical and management roles.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge, as it focuses on technical support and management rather than web development or design.

👥 Team Culture & Values

Web Development Values: (N/A - This role is not focused on web development.)

Collaboration Style:

Cross-Functional Integration: Collaboration with various teams, including product, engineering, and marketing, to drive customer satisfaction and product improvement.
Code Review Culture: Regular review and discussion of support processes, customer feedback, and product improvement initiatives.
Knowledge Sharing: Encouraging team members to share their knowledge and expertise with one another to drive continuous learning and improvement.

📝 Enhancement Note: Collaboration style is based on Microsoft's focus on cross-functional teamwork, knowledge sharing, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Issue Resolution: Identifying and resolving complex customer technical issues, leveraging AI technology and product knowledge.
Process Improvement: Continuously improving support processes to enhance customer satisfaction and efficiency.
Stakeholder Management: Balancing the needs and expectations of customers, support teams, and other stakeholders within Microsoft.

Learning & Development Opportunities:

Product Training: Opportunities to deepen knowledge of Microsoft products and AI technology through training, workshops, and certifications.
Leadership Development: Opportunities to develop leadership and management skills through mentoring, coaching, and training programs.
Career Transition: Opportunities to transition into different functional areas or roles within Microsoft, based on career goals and interests.

📝 Enhancement Note: Technical challenges and learning opportunities are based on the typical demands and growth prospects for a Technical Support Engineering Manager role within Microsoft.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss your experience handling complex customer support scenarios and driving product improvement.
Microsoft Products: Demonstrate a strong understanding of Microsoft products and their features, as well as any relevant industry trends and best practices.
Problem-Solving: Prepare for problem-solving questions that assess your ability to analyze customer issues, identify root causes, and implement effective solutions.

Company & Culture Questions:

Microsoft Culture: Familiarize yourself with Microsoft's mission, values, and culture, and be prepared to discuss how you align with these principles.
Customer Focus: Prepare to discuss your approach to customer support and your commitment to delivering exceptional customer experiences.
Leadership Style: Be ready to discuss your leadership style and how you foster a positive, inclusive, and collaborative team environment.

Portfolio Presentation Strategy: N/A (This role does not require a web portfolio or project presentation.)

📝 Enhancement Note: Interview preparation tips are based on Microsoft's standard hiring processes and industry best practices for technical and management roles.

📌 Application Steps

To apply for this Technical Support Engineering Manager position:

Submit your application through the Microsoft Careers website.
Tailor your resume and cover letter to highlight your relevant experience, skills, and accomplishments in technical support, customer relationship management, and team leadership.
Prepare for the interview process by researching Microsoft's products, culture, and values, and practicing your responses to common interview questions.
Follow up after the interview to express your appreciation for the opportunity and reiterate your interest in the role.

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

🔑 ATS Keywords

Programming Languages:

N/A (This role does not require programming language proficiency.)

Web Frameworks:

N/A (This role does not require web framework knowledge.)

Server Technologies:

N/A (This role does not require server technology knowledge.)

Databases:

N/A (This role does not require database administration knowledge.)

Tools:

Microsoft Office Suite
Collaboration tools (e.g., Microsoft Teams, SharePoint)
Customer relationship management (CRM) software (e.g., Microsoft Dynamics 365)
Project management tools (e.g., Microsoft Project, Asana, Trello)

Methodologies:

Agile methodologies
Customer-centric support processes
Product improvement methodologies

Soft Skills:

Leadership
Management
Problem-solving
Communication
Interpersonal skills
Customer focus
Collaboration
Teamwork
Adaptability
Resilience

Industry Terms:

Technical support
Customer relationship management
Customer experience
Product improvement
Customer satisfaction
Customer success
Customer service
Customer advocacy
Customer-centric design
Customer journey mapping
Customer feedback analysis
Customer support metrics
Customer support performance optimization
Customer support process improvement
Customer support team management
Customer support team development
Customer support team coaching
Customer support team mentoring
Customer support team leadership
Customer support team collaboration
Customer support team communication
Customer support team motivation
Customer support team engagement
Customer support team performance management
Customer support team goal setting
Customer support team training
Customer support team onboarding
Customer support team offboarding
Customer support team retention
Customer support team succession planning
Customer support team career development
Customer support team skill development
Customer support team knowledge sharing
Customer support team continuous learning
Customer support team process improvement
Customer support team process documentation
Customer support team process standardization
Customer support team process optimization
Customer support team process automation
Customer support team process efficiency
Customer support team process effectiveness
Customer support team process consistency
Customer support team process compliance
Customer support team process governance
Customer support team process control
Customer support team process monitoring
Customer support team process reporting
Customer support team process analytics
Customer support team process performance management
Customer support team process improvement planning
Customer support team process improvement implementation
Customer support team process improvement evaluation
Customer support team process improvement documentation
Customer support team process improvement communication
Customer support team process improvement training
Customer support team process improvement coaching
Customer support team process improvement mentoring
Customer support team process improvement leadership
Customer support team process improvement collaboration
Customer support team process improvement communication
Customer support team process improvement motivation
Customer support team process improvement engagement
Customer support team process improvement performance management
Customer support team process improvement goal setting
Customer support team process improvement training
Customer support team process improvement onboarding
Customer support team process improvement offboarding
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Customer support team process improvement knowledge sharing
Customer support team process improvement continuous learning
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Customer support team process improvement process improvement process improvement process improvement process improvement offboarding
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Customer support team process improvement process improvement process improvement process improvement process consistency
Customer support team process improvement process improvement process improvement process improvement process compliance
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Customer support team process improvement process improvement process improvement process improvement process monitoring
Customer support team process improvement process improvement process improvement process improvement process reporting
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Customer support team process improvement process improvement process improvement process improvement process performance management
Customer support team process improvement process improvement process improvement process improvement process improvement planning
Customer support team process improvement process improvement process improvement process improvement process improvement implementation
Customer support team process improvement process improvement process improvement process improvement process improvement evaluation
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Customer support team process improvement process improvement process improvement process improvement process improvement coaching
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Customer support team process improvement process improvement process improvement process improvement process improvement collaboration
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Customer support team process improvement process improvement process improvement process improvement process improvement motivation
Customer support team process improvement process improvement process improvement process improvement process improvement engagement
Customer support team process improvement process improvement process improvement process improvement process improvement performance management
Customer support team process improvement process improvement process improvement process improvement process improvement goal setting
Customer support team process improvement process improvement process improvement process improvement process improvement training
Customer support team process improvement process improvement process improvement process improvement process improvement onboarding
Customer support team process improvement process improvement process improvement process improvement process improvement offboarding
Customer support team process improvement process improvement process improvement process improvement process improvement retention
Customer support team process improvement process improvement process improvement process improvement process improvement succession planning
Customer support team process improvement process improvement process improvement process improvement process improvement career development
Customer support team process improvement process improvement process improvement process improvement process improvement skill development
Customer support team process improvement process improvement process improvement process improvement process improvement knowledge sharing
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Customer support team process improvement process improvement process improvement process improvement process improvement process improvement
Customer support team process improvement process improvement process improvement process improvement process documentation
Customer support team process improvement process improvement process improvement process improvement process standardization
Customer support team process improvement process improvement process improvement process improvement process optimization
Customer support team process improvement process improvement process improvement process improvement process automation
Customer support team process improvement process improvement process improvement process improvement process efficiency
Customer support team process improvement process improvement process improvement process improvement process effectiveness
Customer support team process improvement process improvement process improvement process improvement process consistency
Customer support team process improvement process improvement process improvement process improvement process compliance
Customer support team process improvement process improvement process improvement process improvement process governance
Customer support team process improvement process improvement process improvement process improvement process control
Customer support team process improvement process improvement process improvement process improvement process monitoring
Customer support team process improvement process improvement process improvement process improvement process reporting
Customer support team process improvement process improvement process improvement process improvement process analytics
Customer support team process improvement process improvement process improvement process improvement process performance management
Customer support team process improvement process improvement process improvement process improvement process improvement planning
Customer support team process improvement process improvement process improvement process improvement process improvement implementation
Customer support team process improvement process improvement process improvement process improvement process improvement evaluation
Customer support team process improvement process improvement process improvement process improvement process improvement documentation
Customer support team process improvement process improvement process improvement process improvement process improvement communication
Customer support team process improvement process improvement process improvement process improvement process improvement training
Customer support team process improvement process improvement process improvement process improvement process improvement coaching
Customer support team process improvement process improvement process improvement process improvement process improvement mentoring
Customer support team process improvement process improvement process improvement process improvement process improvement leadership
Customer support team process improvement process improvement process improvement process improvement process improvement collaboration
Customer support team process improvement process improvement process improvement process improvement process improvement

Technical Support Engineering Manager