Technical Support Engineering Manager

Microsoft
Full_time•Shanghai, China

📍 Job Overview

  • Job Title: Technical Support Engineering Manager
  • Company: Microsoft
  • Location: Shanghai, Shanghai, China
  • Job Type: Full-Time
  • Category: Technical Support & Customer Success
  • Date Posted: 2025-07-31
  • Experience Level: 5-10 years
  • Remote Status: Hybrid (2 days per week)

🚀 Role Summary

  • 📝 Enhancement Note: This role is part of Microsoft's Customer Experience and Success (CE&S) organization, focusing on empowering customers to accelerate business value through differentiated customer experiences. The Customer Service & Support (CSS) team within CE&S delivers a seamless support experience, leveraging Microsoft's AI technology to resolve customer issues quickly and securely.

  • Lead a team of support engineering roles with deep product knowledge to resolve customer technical issues and manage customer relationships from a support standpoint.

  • 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 and building diverse teams.

💻 Primary Responsibilities

  • 📝 Enhancement Note: The primary responsibilities of this role revolve around technical support, customer relationship management, and team leadership. The Senior Support Engineering Manager will be expected to drive customer satisfaction, improve Microsoft products, and mentor their team members.

  • 📝 Enhancement Note: This role requires strong problem-solving skills, as the manager will need to identify trends, analyze data, and make data-driven decisions to improve support processes and customer experiences.

  • Manage and lead a team of support engineering roles with deep product knowledge to resolve customer technical issues.

  • Manage customer relationships from a support standpoint, ensuring customer satisfaction and driving Microsoft Product Improvement.

  • Enable your team to deliver a great customer experience by providing guidance, coaching, and mentoring.

  • Collaborate with cross-functional teams, including product groups, to drive customer feedback into product improvements.

  • Analyze support data and trends to identify opportunities for process improvement and drive customer satisfaction.

  • Manage support engineering resources, including staffing, scheduling, and performance management.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.

Experience: Proven experience in technical support, customer relationship management, and team leadership roles, with a strong focus on driving customer satisfaction and product improvement.

Required Skills:

  • Proven experience in technical support and customer relationship management.
  • Strong leadership and team management skills, with the ability to build and lead diverse teams.
  • Deep product knowledge and a strong understanding of Microsoft's products and services.
  • Excellent problem-solving skills, with the ability to analyze data and make data-driven decisions.
  • Strong communication and interpersonal skills, with the ability to build and maintain effective relationships with customers and cross-functional teams.
  • Fluency in English and Mandarin Chinese.

Preferred Skills:

  • Experience with AI technology and its application in customer support.
  • Familiarity with customer service and support metrics and KPIs.
  • Experience with project management and process improvement methodologies.
  • Familiarity with Microsoft's Customer Service & Support (CSS) organization and its processes.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on management and leadership, a portfolio is not required. However, candidates should be prepared to discuss their experience in technical support, customer relationship management, and team leadership, with a focus on driving customer satisfaction and product improvement.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided. However, according to Glassdoor, the average salary for a Technical Support Manager at Microsoft is approximately ¥350,000 - ¥600,000 per year in Shanghai.

Benefits:

  • Comprehensive health benefits, including medical, dental, and vision coverage.
  • Retirement savings plans, including a 401(k) match.
  • Generous time off, including vacation, sick leave, and holidays.
  • Employee stock purchase plan.
  • Tuition assistance and professional development opportunities.
  • Employee discounts on Microsoft products and services.

Working Hours: This role requires a standard workweek of 40 hours, with the option to work up to 50% from home.

🎯 Team & Company Context

🏢 Company Culture

Industry: Microsoft operates in the technology industry, with a focus on developing, manufacturing, licensing, supporting, and selling computer software, consumer electronics, and services.

Company Size: Microsoft is a large corporation with over 180,000 employees worldwide. This size provides opportunities for career growth and development within the organization.

Founded: Microsoft was founded in 1975 by Bill Gates and Paul Allen.

Team Structure:

  • The Customer Experience and Success (CE&S) organization is responsible for driving customer satisfaction and success with Microsoft's products and services.
  • The Customer Service & Support (CSS) team within CE&S is responsible for delivering a seamless support experience for Microsoft's customers.
  • The Senior Support Engineering Manager will lead a team of support engineering roles with deep product knowledge, focusing on resolving customer technical issues and driving customer satisfaction.

Development Methodology:

  • Microsoft follows an Agile development methodology, with a focus on continuous improvement and customer feedback.
  • The Senior Support Engineering Manager will be expected to drive process improvement and customer satisfaction within their team, aligning with Microsoft's Agile development principles.

Company Website: Microsoft

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior management position within the technical support and customer success field. The Senior Support Engineering Manager will be responsible for leading a team of support engineering roles, driving customer satisfaction, and improving Microsoft's products and services.

Reporting Structure: The Senior Support Engineering Manager will report directly to the Director of Customer Service & Support.

Technical Impact: This role has a significant impact on Microsoft's products and services, as the manager will be responsible for driving customer feedback into product improvements and ensuring customer satisfaction with Microsoft's support experience.

Growth Opportunities:

  • Career Progression: With experience and strong performance, the Senior Support Engineering Manager may have the opportunity to advance to a Director or higher-level management position within the Customer Experience and Success organization.
  • Technical Skill Development: This role provides the opportunity to develop deep technical knowledge of Microsoft's products and services, as well as honing customer relationship management and leadership skills.
  • Technical Leadership: The Senior Support Engineering Manager will have the opportunity to mentor and develop their team members, providing guidance and coaching to help them grow in their careers.

🌐 Work Environment

Office Type: Microsoft's Shanghai office is a modern, collaborative workspace designed to foster innovation and creativity. The office features open-plan workspaces, meeting rooms, and breakout areas, as well as on-site amenities such as a cafeteria and fitness center.

Office Location(s): Microsoft's Shanghai office is located in the Pudong New Area, one of the city's most vibrant and bustling districts. The office is easily accessible by public transportation, with several subway stations nearby.

Workspace Context:

  • Collaboration: The Senior Support Engineering Manager will work closely with cross-functional teams, including product groups, to drive customer feedback into product improvements. The role will also involve regular communication with team members to ensure customer satisfaction and drive process improvement.
  • Tools & Equipment: The Senior Support Engineering Manager will have access to Microsoft's suite of productivity tools, including Office 365 and Dynamics 365. The role may also require the use of customer relationship management (CRM) software and support ticketing systems.
  • Work-Life Balance: This role offers a flexible work arrangement, with the option to work up to 50% from home. This provides a better work-life balance and the opportunity to work from home when needed.

Work Schedule: The standard workweek for this role is 40 hours, with the option to work up to 50% from home. The Senior Support Engineering Manager will be expected to work additional hours as needed to meet customer needs and drive process improvement.

📄 Application & Technical Interview Process

Interview Process:

  • 📝 Enhancement Note: The interview process for this role is likely to include a combination of phone or video screenings, behavioral interviews, and case studies or problem-solving exercises. The hiring manager may also conduct a final interview to assess cultural fit and motivation.

  • Phone/Video Screening: A brief phone or video call to assess communication skills and cultural fit.

  • Behavioral Interview: A structured interview focused on past behavior and experiences, using the STAR method (Situation, Task, Action, Result).

  • Case Study/Problem-Solving Exercise: A hands-on exercise designed to assess problem-solving skills and technical knowledge.

  • Final Interview: A final interview with the hiring manager to assess cultural fit, motivation, and career goals.

Portfolio Review Tips:

  • As this role focuses on management and leadership, a portfolio is not required. However, candidates should be prepared to discuss their experience in technical support, customer relationship management, and team leadership, with a focus on driving customer satisfaction and product improvement.

Technical Challenge Preparation:

  • 📝 Enhancement Note: The technical challenge for this role is likely to focus on problem-solving and data analysis. Candidates should be prepared to discuss their approach to identifying trends, analyzing data, and making data-driven decisions to improve support processes and customer experiences.

  • Brush up on your problem-solving skills and be prepared to discuss your approach to identifying trends, analyzing data, and making data-driven decisions.

  • Familiarize yourself with Microsoft's products and services, as well as the company's customer service and support processes.

  • Prepare examples of your experience in technical support, customer relationship management, and team leadership, with a focus on driving customer satisfaction and product improvement.

ATS Keywords: Customer Relationship Management, Technical Support, Team Leadership, Product Knowledge, AI Technology, Problem Solving, Customer Experience, Diversity Management, Customer Service & Support, Microsoft Products, Process Improvement, Data Analysis, Agile Development, Customer Feedback, Customer Satisfaction, Team Management, Cross-Functional Teams, Customer Service & Support (CSS), Customer Experience and Success (CE&S), Microsoft.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on management and leadership, the technology stack and web infrastructure are not the primary focus. However, the Senior Support Engineering Manager will be expected to have a strong understanding of Microsoft's products and services, as well as the company's customer service and support processes.

👥 Team Culture & Values

Web Development Values:

  • Customer Obsessed: Microsoft is committed to understanding and meeting the needs of its customers, putting them at the center of everything they do.
  • One Microsoft: Microsoft fosters a culture of collaboration and teamwork, with a focus on working together to achieve common goals.
  • Growth Mindset: Microsoft encourages a growth mindset, with a focus on learning, continuous improvement, and embracing challenges.
  • Innovation: Microsoft values innovation and creativity, with a focus on pushing the boundaries of what is possible and driving technological advancements.

Collaboration Style:

  • Cross-Functional Integration: The Senior Support Engineering Manager will work closely with cross-functional teams, including product groups, to drive customer feedback into product improvements.
  • Code Review Culture: While this role does not involve coding, the Senior Support Engineering Manager will be expected to review and provide feedback on their team members' work.
  • Knowledge Sharing: The Senior Support Engineering Manager will be expected to share their knowledge and expertise with their team members, providing guidance and coaching to help them grow in their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Customer Satisfaction: The Senior Support Engineering Manager will be responsible for driving customer satisfaction and ensuring that customers have a positive experience with Microsoft's support services.
  • Product Improvement: The Senior Support Engineering Manager will be expected to identify trends, analyze data, and make data-driven decisions to improve Microsoft's products and services.
  • Team Management: The Senior Support Engineering Manager will be responsible for leading a team of support engineering roles, with a focus on driving customer satisfaction and process improvement.
  • Cross-Functional Collaboration: The Senior Support Engineering Manager will work closely with cross-functional teams, including product groups, to drive customer feedback into product improvements.

Learning & Development Opportunities:

  • Career Progression: With experience and strong performance, the Senior Support Engineering Manager may have the opportunity to advance to a Director or higher-level management position within the Customer Experience and Success organization.
  • Technical Skill Development: This role provides the opportunity to develop deep technical knowledge of Microsoft's products and services, as well as honing customer relationship management and leadership skills.
  • Technical Leadership: The Senior Support Engineering Manager will have the opportunity to mentor and develop their team members, providing guidance and coaching to help them grow in their careers.

💡 Interview Preparation

Technical Questions:

  • Customer Relationship Management: How have you handled difficult or upset customers in the past? What steps did you take to resolve their issues and ensure their satisfaction?
  • Problem Solving: Describe a time when you identified a trend or issue in customer support data. How did you analyze the data, and what steps did you take to address the issue and improve the customer experience?
  • Team Management: How have you handled underperforming team members in the past? What steps did you take to address their performance and help them improve?

Company & Culture Questions:

  • Microsoft Products: How familiar are you with Microsoft's products and services? Which ones have you used in the past, and how have you helped customers with them?
  • Customer Service & Support: How have you contributed to improving customer service and support processes in the past? What steps have you taken to drive customer satisfaction and product improvement?
  • Microsoft Culture: How do you align with Microsoft's customer-obsessed, one-Microsoft, growth mindset, and innovation-focused culture? Provide specific examples of how you have demonstrated these values in the past.

Portfolio Presentation Strategy:

  • As this role focuses on management and leadership, a portfolio is not required. However, candidates should be prepared to discuss their experience in technical support, customer relationship management, and team leadership, with a focus on driving customer satisfaction and product improvement.

📌 Application Steps

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

  • Submit your application through the Microsoft Careers website.
  • Prepare for your interview by brushing up on your problem-solving skills and familiarizing yourself with Microsoft's products and services, as well as the company's customer service and support processes.
  • Research Microsoft's company culture and values, and be prepared to discuss how you align with them.
  • Prepare examples of your experience in technical support, customer relationship management, and team leadership, with a focus on driving customer satisfaction and product improvement.
  • Practice your communication and interpersonal skills, as the interview process is likely to include a combination of phone or video screenings, behavioral interviews, and case studies or problem-solving exercises.

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

Application Requirements

Candidates should have deep product knowledge and experience in managing customer relationships. The role requires strong leadership skills and the ability to build and lead diverse teams.