Technical Support Engineering Manager - Compliance at Microsoft

📍 Job Overview

Job Title: Technical Support Engineering Manager - Compliance
Company: Microsoft
Location: Amman, Amman, Jordan
Job Type: Full-Time
Category: Managerial Role in Web Technology Support & Compliance
Date Posted: 2025-08-01
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Hybrid (3 days on-site)

🚀 Role Summary

📝 Enhancement Note: This role focuses on managing a team of support engineers responsible for resolving customer technical issues, with a strong emphasis on compliance and customer experience in the web technology domain.
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.
Develop deep technology industry knowledge and build diverse teams.
Hone customer relationship management skills and accelerate career growth.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities revolve around team leadership, customer support, and driving product improvement through a customer-centric approach.
Team Leadership & Management:
- Lead, mentor, and coach a team of support engineers to achieve individual and team goals.
- Foster a culture of continuous learning and improvement within the team.
- Collaborate with cross-functional teams to ensure customer needs are met and feedback is incorporated into product development.
Customer Support & Relationship Management:
- Manage customer relationships from a support standpoint, ensuring customer satisfaction and trust.
- Resolve complex customer technical issues by leveraging your team's product knowledge and AI technology.
- Collaborate with customers to understand their needs and provide tailored support solutions.
Product Improvement & Compliance:
- Drive Microsoft Product Improvement by identifying trends, common issues, and areas for enhancement.
- Ensure compliance with Microsoft's support policies, procedures, and service level agreements (SLAs).
- Collaborate with internal teams to ensure customer feedback is incorporated into product development and improvement processes.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, 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 relationship management, or a related role. Experience in managing teams and driving customer-centric processes is essential.

Required Skills:

Proven experience in technical support or a related role.
Strong leadership and team management skills.
Excellent customer relationship management skills.
Deep product knowledge and a passion for technology.
Strong problem-solving skills and the ability to think critically.
Experience with AI technology and its application in customer support.
Strong communication and interpersonal skills, with the ability to build and maintain effective working relationships with customers and internal teams.
Fluency in English (additional languages are a plus).

Preferred Skills:

Experience in managing teams in a global, matrixed organization.
Familiarity with Microsoft's products and services.
Experience with customer support tools and platforms.
Knowledge of compliance processes and regulations in the technology industry.
Experience with Agile methodologies and project management.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this is a managerial role, a portfolio is not required. However, demonstrating leadership skills, customer support case studies, and team management projects can be beneficial.

Team Management & Leadership Projects:

Include examples of successful team leadership, mentoring, and coaching initiatives.
Highlight projects where you drove team performance improvement and achieved customer satisfaction goals.

Customer Support Case Studies:

Provide case studies demonstrating your ability to resolve complex customer technical issues.
Showcase your problem-solving skills, customer-centric approach, and ability to drive customer satisfaction.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Amman, Jordan, is approximately JD 12,000 - JD 18,000 per month (USD 16,800 - USD 25,200 per year), based on experience and qualifications. This is an estimate, and the actual salary may vary.

Benefits:

Competitive benefits package, including health insurance, retirement plans, and employee stock purchase plans.
Generous time off, including vacation, sick leave, and holidays.
Opportunities for professional development, including training, certifications, and conference attendance.
A flexible work environment that supports work-life balance.

Working Hours: Full-time position with standard working hours (40 hours per week). The role is hybrid, with 3 days on-site and 2 days remote.

🎯 Team & Company Context

🏢 Company Culture

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

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

Founded: 1975, in Albuquerque, New Mexico, USA.

Team Structure:

The Customer Experience and Success (CE&S) organization is responsible for driving customer satisfaction and success through differentiated customer experiences.
The Customer Service & Support (CSS) organization within CE&S focuses on delivering a seamless support experience for customers.
The role reports directly to the CSS organization and will lead a team of support engineering roles.

Development Methodology:

Microsoft follows Agile methodologies for product development and improvement.
The role will be responsible for driving customer-centric processes and incorporating customer feedback into product development.

Company Website: Microsoft Careers

📝 Enhancement Note: Microsoft's company culture emphasizes innovation, collaboration, and continuous learning. The company values respect, integrity, and accountability, fostering a culture of inclusion where everyone can thrive at work and beyond.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-senior level managerial position in the web technology support domain. It offers opportunities for career growth in customer relationship management, team leadership, and technical support.

Reporting Structure: The role reports directly to the CSS organization and will lead a team of support engineering roles. The role may have indirect reports from other support teams or functions.

Technical Impact: The role has a significant impact on Microsoft's products and services by driving customer-centric processes, resolving technical issues, and incorporating customer feedback into product development.

Growth Opportunities:

Career Progression: The role offers opportunities for career progression in customer relationship management, team leadership, and technical support.
Technical Skill Development: The role provides opportunities to develop deep technology industry knowledge and hone customer relationship management skills.
Technical Leadership: The role offers opportunities to develop technical leadership skills and drive product improvement through a customer-centric approach.

📝 Enhancement Note: Microsoft offers ample opportunities for career growth and development, with a strong focus on continuous learning and innovation. The company's large size and diverse product portfolio provide numerous paths for career progression.

🌐 Work Environment

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

Office Location(s): Microsoft's Amman office is located in the Abdoun neighborhood, offering easy access to public transportation and amenities.

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, meeting rooms, and breakout areas designed to encourage collaboration and communication.
Development Tools & Resources: The office is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and collaboration tools.
Work-Life Balance: Microsoft promotes a healthy work-life balance, offering flexible work arrangements, on-site fitness facilities, and wellness programs.

Work Schedule: The role is a hybrid position, with 3 days on-site and 2 days remote. Standard working hours are 40 hours per week, with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: Microsoft's work environment emphasizes collaboration, innovation, and work-life balance. The company offers modern, collaborative workspaces and flexible work arrangements to support employee productivity and well-being.

📄 Application & Technical Interview Process

Interview Process:

Screening: A phone or video screen with a hiring manager or HR representative to assess cultural fit and basic qualifications.
Technical Interview: A technical interview focusing on your problem-solving skills, customer-centric approach, and leadership capabilities. Be prepared to discuss customer support case studies and team management projects.
Final Interview: A final interview with the hiring manager or a panel of Microsoft representatives to assess your fit for the role and the company.

Portfolio Review Tips:

Focus on customer support case studies and team management projects that demonstrate your problem-solving skills, customer-centric approach, and leadership capabilities.
Highlight your ability to resolve complex technical issues and drive customer satisfaction.
Emphasize your experience with AI technology and its application in customer support.

Technical Challenge Preparation:

Familiarize yourself with Microsoft's products and services, as well as the company's support policies and procedures.
Brush up on your problem-solving skills and be prepared to discuss customer support scenarios and team management challenges.
Research Microsoft's company culture and values to ensure a strong fit with the organization.

ATS Keywords: (Organized by category)

Programming Languages & Tools:

JavaScript, Python, C#, .NET, SQL, PowerShell, Office Suite, Customer Support Tools (e.g., Zendesk, Freshdesk), Project Management Tools (e.g., Jira, Asana)

Web Technologies & Frameworks:

HTML, CSS, responsive design, accessibility standards, user experience design, AI technology, Microsoft's products and services (e.g., Windows, Office, Azure, Dynamics)

Server Technologies & Infrastructure:

Windows Server, Linux, cloud platforms (e.g., Azure, AWS, Google Cloud), virtualization, containerization, server management tools (e.g., PowerShell, Ansible)

Databases:

SQL Server, Azure Cosmos DB, Azure SQL Database, Azure Database for PostgreSQL, Azure Database for MySQL

Methodologies & Soft Skills:

Agile methodologies, project management, customer relationship management, problem-solving, critical thinking, leadership, team management, communication, collaboration, customer-centric approach, continuous learning, innovation

📝 Enhancement Note: The interview process for this role will focus on your problem-solving skills, customer-centric approach, and leadership capabilities. Be prepared to discuss customer support case studies and team management projects that demonstrate your ability to resolve complex technical issues and drive customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Zendesk, Freshdesk, or other customer support platforms used by Microsoft.
AI-powered chatbots and virtual assistants for customer support and issue resolution.

Project Management Tools:

Jira, Asana, or other project management tools used by Microsoft for tracking customer support tickets and driving product improvement.

Microsoft's Products & Services:

Windows, Office, Azure, Dynamics, and other Microsoft products and services relevant to the role and the customer support domain.

📝 Enhancement Note: Familiarize yourself with Microsoft's products and services, as well as the company's support policies and procedures. Brush up on your problem-solving skills and be prepared to discuss customer support scenarios and team management challenges.

👥 Team Culture & Values

Microsoft's Core Values:

Customer Obsessed: We put customers first in everything we do.
One Microsoft: We focus on our mission and work together to achieve it.
Growth Mindset: We embrace a growth mindset and continuous learning.
Inclusive: We respect and value diversity and foster an inclusive culture.
One Company: We work together as one company, with a shared sense of purpose and mutual respect.

Customer Support & Success Values:

Customer-centric: We focus on understanding and addressing customer needs and preferences.
Empathetic: We listen actively and respond with understanding and compassion.
Proactive: We anticipate customer needs and take action to prevent issues and drive satisfaction.
Collaborative: We work together with customers and internal teams to achieve shared goals.
Continuous Improvement: We strive to improve our processes and products based on customer feedback and data-driven insights.

Collaboration Style:

Microsoft fosters a collaborative work environment, with a strong emphasis on teamwork, communication, and knowledge sharing.
The role will require close collaboration with cross-functional teams, including product development, marketing, and sales.
The role will also require collaboration with other support teams and functions, both within the CSS organization and across Microsoft.

📝 Enhancement Note: Microsoft's company culture emphasizes innovation, collaboration, and continuous learning. The company values respect, integrity, and accountability, fostering a culture of inclusion where everyone can thrive at work and beyond.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support Complexity: Manage complex customer technical issues and ensure customer satisfaction in a dynamic and ever-evolving technology landscape.
AI Integration: Leverage AI technology to improve customer support processes and drive customer satisfaction.
Compliance & Security: Ensure compliance with Microsoft's support policies, procedures, and service level agreements (SLAs), while maintaining customer data security and privacy.

Learning & Development Opportunities:

Product Knowledge: Develop deep product knowledge and expertise in Microsoft's products and services.
Leadership & Team Management: Hone your leadership and team management skills through mentoring, coaching, and driving team performance.
Customer Relationship Management: Enhance your customer relationship management skills through continuous learning and innovation.

📝 Enhancement Note: The role offers numerous challenges and growth opportunities in the customer support domain, with a strong focus on driving customer satisfaction, product improvement, and compliance.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss customer support scenarios and team management challenges, demonstrating your problem-solving skills, customer-centric approach, and leadership capabilities.
Product Knowledge: Brush up on your knowledge of Microsoft's products and services, as well as the company's support policies and procedures.
Leadership & Team Management: Prepare for questions about your leadership and team management experience, as well as your ability to drive team performance and customer satisfaction.

Company & Culture Questions:

Company Culture: Research Microsoft's company culture and values to ensure a strong fit with the organization.
Customer Support & Success: Prepare for questions about your approach to customer support and success, as well as your experience with customer-centric processes and AI technology.
Team Dynamics: Prepare for questions about your experience working in a global, matrixed organization and your ability to collaborate with cross-functional teams.

Portfolio Presentation Strategy:

Customer Support Case Studies: Highlight customer support case studies and team management projects that demonstrate your problem-solving skills, customer-centric approach, and leadership capabilities.
AI Technology: Emphasize your experience with AI technology and its application in customer support.
Microsoft Products & Services: Showcase your knowledge of Microsoft's products and services and your ability to drive customer satisfaction and product improvement.

📝 Enhancement Note: The interview process for this role will focus on your problem-solving skills, customer-centric approach, and leadership capabilities. Be prepared to discuss customer support case studies and team management projects that demonstrate your ability to resolve complex technical issues and drive customer satisfaction.

📌 Application Steps

To apply for this Technical Support Engineering Manager - Compliance position:

Submit your application through the Microsoft Careers website.
Tailor your resume and portfolio to highlight your leadership skills, customer support case studies, and team management projects.
Research Microsoft's company culture and values to ensure a strong fit with the organization.
Prepare for the interview process by brushing up on your problem-solving skills, customer-centric approach, and leadership capabilities.
Familiarize yourself with Microsoft's products and services, as well as the company's support policies and procedures.

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

Technical Support Engineering Manager - Compliance