Technical Support Engineering Manager - Cybersecurity

📍 Job Overview

Job Title: Technical Support Engineering Manager - Cybersecurity - Cloud Protection
Company: Microsoft
Location: São Paulo, São Paulo, Brazil
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: 2025-08-08

🚀 Role Summary

Manage and develop a team of technical support engineers with deep product knowledge in cybersecurity and cloud protection.
Drive customer success by resolving technical issues, managing customer relationships, and delivering exceptional support experiences.
Leverage AI technology to empower customers and prevent future problems, while continuously improving Microsoft products and services.
Build and lead diverse teams, fostering a culture of inclusion and growth.

📝 Enhancement Note: This role combines technical expertise in cybersecurity and cloud protection with strong leadership and customer relationship management skills. It offers a unique opportunity to drive customer success and product improvement while growing as a manager within Microsoft's Customer Experience and Success organization.

💻 Primary Responsibilities

Lead and mentor a team of support engineers to resolve complex technical issues related to cybersecurity and cloud protection.
Manage customer relationships from a support standpoint, ensuring customer satisfaction and trust in Microsoft products.
Collaborate with cross-functional teams to drive product improvement and enhance customer experiences.
Analyze customer feedback and metrics to identify trends, improve support processes, and optimize resources.
Develop and execute strategic plans to achieve customer support goals and drive team success.

📝 Enhancement Note: This role requires a strong balance between technical expertise, leadership skills, and customer focus. The ideal candidate will be able to manage customer relationships effectively, drive team performance, and continuously improve support 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 in technical support, customer success, or a related role, with a strong focus on cybersecurity and cloud protection. Demonstrated leadership and team management skills are essential.

Required Skills:

Proven expertise in cybersecurity and cloud protection technologies.
Strong leadership and team management skills.
Excellent customer relationship management skills.
Strong problem-solving abilities and analytical thinking.
Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.
Proficiency in Microsoft products and services.

Preferred Skills:

Experience with AI-driven support technologies.
Familiarity with Microsoft's Customer Experience and Success organization.
Knowledge of Agile methodologies and project management.
Fluency in Portuguese and English.

📝 Enhancement Note: Candidates with a strong background in cybersecurity and cloud protection, combined with proven leadership and customer relationship management skills, will be well-suited to this role. Experience with AI-driven support technologies and familiarity with Microsoft's CE&S organization would be particularly valuable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong leadership skills through case studies or testimonials showcasing your ability to manage and develop high-performing teams.
Highlight your expertise in cybersecurity and cloud protection by showcasing projects or case studies that illustrate your technical prowess in these areas.
Showcase your customer relationship management skills through examples of successful customer interactions, feedback analysis, or support process improvements.

Technical Documentation:

Demonstrate your understanding of support metrics and analytics by including examples of how you've used data to drive support improvements.
Highlight your experience with AI-driven support technologies by including any relevant projects or case studies.
Showcase your ability to collaborate with cross-functional teams by including examples of successful partnerships with other departments or teams.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in São Paulo, Brazil is R$15,000 - R$25,000 per month, based on market research and regional adjustments for experienced professionals in technical support and customer success roles.

Benefits:

Comprehensive health and wellness benefits.
Retirement savings plans and stock purchase options.
Generous time off and flexible work arrangements.
Employee discounts on Microsoft products and services.
Opportunities for professional development and career growth.

Working Hours: Full-time position with standard office hours, Monday through Friday. Occasional overtime may be required to meet customer support needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research and regional adjustments for experienced professionals in technical support and customer success roles. Actual salary offers may vary depending on the candidate's qualifications and experience.

🎯 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 products and services, including operating systems, server applications, business solutions, and entertainment services.

Company Size: Microsoft is a large, multinational corporation with over 180,000 employees worldwide. This size provides opportunities for career growth and exposure to diverse teams and projects.

Founded: Microsoft was founded in 1975 by Bill Gates and Paul Allen. Today, it is led by CEO Satya Nadella and continues to be a leader in the technology industry.

Team Structure:

The Customer Experience and Success (CE&S) organization is responsible for all up services across Microsoft, including consulting, customer success, and support.
The Customer Service & Support (CSS) organization is a part of CE&S and focuses on delivering seamless support experiences for customers.
This role is part of the CSS organization and will lead a team of support engineering roles with deep product knowledge in cybersecurity and cloud protection.

Development Methodology:

Microsoft follows Agile methodologies for software development and support processes.
The company emphasizes continuous improvement, data-driven decision-making, and collaboration across teams.

Company Website: Microsoft Careers

📝 Enhancement Note: Microsoft's large size and diverse product portfolio offer numerous opportunities for career growth and exposure to different technologies and teams. The company's focus on continuous improvement and data-driven decision-making creates an environment that values innovation and collaboration.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-to-senior level position within the technical support and customer success career path. It offers opportunities for growth in leadership, management, and customer relationship management skills.

Reporting Structure: This role reports directly to the Customer Service & Support (CSS) organization within the Customer Experience and Success (CE&S) group at Microsoft. The manager will have direct influence over the team's performance and customer support strategies.

Technical Impact: The manager will have a significant impact on the quality and effectiveness of Microsoft's customer support services in the cybersecurity and cloud protection domains. Their decisions and leadership will directly influence customer satisfaction, product improvement, and team performance.

Growth Opportunities:

Leadership Development: This role offers opportunities to develop and refine leadership skills, including team management, strategic planning, and customer relationship management.
Technical Specialization: The manager will have the opportunity to deepen their expertise in cybersecurity and cloud protection technologies, as well as gain exposure to other Microsoft products and services.
Career Progression: Successful performance in this role can lead to career advancement within the Customer Experience and Success organization, or other areas of Microsoft.

📝 Enhancement Note: This role provides a strong foundation for career growth in technical support, customer success, and leadership. The manager will have the opportunity to develop their skills in customer relationship management, team leadership, and strategic planning, while also gaining exposure to cutting-edge technologies and products.

🌐 Work Environment

Office Type: Microsoft's São Paulo office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open workspaces, meeting rooms, and recreational areas.

Office Location(s): The role is based in Microsoft's São Paulo office, located in the Brooklin neighborhood. The office is easily accessible by public transportation and offers convenient parking options.

Workspace Context:

Collaborative Workspace: The open office layout encourages collaboration and communication among team members and across departments.
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, video conferencing, and collaboration tools.
Work-Life Balance: Microsoft offers flexible work arrangements, including remote work options and flexible hours, to help employees maintain a healthy work-life balance.

Work Schedule: Full-time position with standard office hours, Monday through Friday. Occasional overtime may be required to meet customer support needs.

📝 Enhancement Note: Microsoft's collaborative work environment fosters innovation and teamwork, providing an ideal setting for the manager to lead their team and drive customer success. The company's focus on work-life balance and flexible work arrangements helps employees maintain a healthy equilibrium between their professional and personal lives.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, team, and company culture, as well as assess the candidate's communication skills and fit for the position.
Technical Deep Dive: A detailed discussion of the candidate's technical expertise in cybersecurity and cloud protection, as well as their experience with support processes and customer relationship management.
Behavioral Questions: A series of questions designed to assess the candidate's leadership, team management, and problem-solving skills, as well as their ability to work effectively with diverse teams.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role, team, and company, as well as to answer any remaining questions.

Portfolio Review Tips:

Highlight your leadership and team management skills by including examples of successful team projects, mentoring experiences, or customer success stories.
Demonstrate your expertise in cybersecurity and cloud protection by showcasing relevant projects, case studies, or certifications.
Showcase your customer relationship management skills by including examples of successful customer interactions, feedback analysis, or support process improvements.

Technical Challenge Preparation:

Brush up on your technical knowledge in cybersecurity and cloud protection, focusing on Microsoft products and services.
Prepare for behavioral questions by reflecting on your leadership, team management, and problem-solving experiences, and be ready to provide specific examples.
Research Microsoft's Customer Experience and Success organization to demonstrate your understanding of the company's support processes and customer focus.

ATS Keywords: (Organized by category)

Technical Skills: Cybersecurity, Cloud Protection, AI Technology, Problem Resolution, Technical Support, Customer Relationship Management, Product Knowledge, Microsoft Products, Consulting, Customer Success, Support Services, Product Improvement.
Leadership & Management: Team Leadership, Diversity Building, Customer Experience, Cross-Functional Collaboration, Strategic Planning, Customer Relationship Management, Agile Methodologies, Project Management.
Soft Skills: Communication, Interpersonal Skills, Analytical Thinking, Customer Focus, Adaptability, Collaboration, Problem-Solving, Decision-Making, Time Management.

📝 Enhancement Note: The interview process for this role will focus on assessing the candidate's technical expertise in cybersecurity and cloud protection, as well as their leadership, team management, and customer relationship management skills. Candidates should be prepared to provide specific examples of their experiences and accomplishments in these areas.

🛠 Technology Stack & Web Infrastructure

Support Technologies:

Microsoft Dynamics 365 Customer Service: A customer relationship management (CRM) platform used to manage customer interactions and support processes.
Microsoft Azure: A cloud computing platform used to host and manage Microsoft's products and services.
AI-Driven Support Tools: Various AI-powered tools and technologies used to enhance customer support experiences and improve support processes.

Collaboration Tools:

Microsoft Teams: A communication and collaboration platform used for team messaging, video meetings, and file sharing.
Microsoft Office Suite: A collection of productivity software, including Word, Excel, PowerPoint, and other applications, used for document creation, data analysis, and presentation.

📝 Enhancement Note: The technology stack for this role is focused on Microsoft's products and services, with an emphasis on support technologies, cloud computing, and AI-driven tools. Familiarity with these technologies will be essential for success in this role.

👥 Team Culture & Values

Microsoft Values:

Customer Obsessed: We prioritize customer needs and feedback to create products and services that meet their needs and exceed their expectations.
One Microsoft: We collaborate across teams and departments to drive innovation and success for our customers and the company.
Growth Mindset: We embrace a growth mindset, fostering a culture of learning, continuous improvement, and experimentation.
One Company: We work together as one company, with a shared sense of purpose and commitment to our customers and each other.

Team Culture:

Collaborative: The team works closely together to resolve customer issues, improve support processes, and drive customer success.
Customer-Focused: The team is dedicated to delivering exceptional customer experiences and building customer trust in Microsoft products and services.
Continuously Learning: The team values continuous learning and improvement, staying up-to-date with the latest technologies and best practices in customer support.

📝 Enhancement Note: Microsoft's values and team culture emphasize collaboration, customer focus, and continuous learning, providing an ideal environment for the manager to lead their team and drive customer success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing Customer Expectations: Balancing customer expectations with the realities of support processes and resource constraints.
Staying Current with Technology Trends: Keeping up-to-date with the latest developments in cybersecurity and cloud protection technologies.
Driving Continuous Improvement: Identifying opportunities for improvement in support processes and driving change within the team and organization.

Learning & Development Opportunities:

Leadership Development: Participating in leadership training programs and workshops to develop and refine leadership skills.
Technical Specialization: Pursuing certifications or advanced degrees in cybersecurity, cloud protection, or related fields to deepen technical expertise.
Cross-Functional Collaboration: Working with other teams and departments to gain exposure to different aspects of Microsoft's business and products.

📝 Enhancement Note: This role presents numerous challenges and growth opportunities for the manager, including the chance to develop leadership skills, deepen technical expertise, and drive continuous improvement in customer support processes.

💡 Interview Preparation

Technical Questions:

Cybersecurity & Cloud Protection: Be prepared to discuss your technical expertise in cybersecurity and cloud protection, with a focus on Microsoft products and services.
Support Processes: Demonstrate your understanding of support processes and customer relationship management, with specific examples of your experiences and accomplishments.
Problem-Solving: Prepare for scenario-based questions that assess your ability to analyze and resolve complex technical issues.

Company & Culture Questions:

Microsoft's Customer Experience and Success Organization: Demonstrate your understanding of Microsoft's CE&S organization, its mission, and its role within the company.
Customer Focus: Explain how you would prioritize customer needs and feedback in your approach to support and customer success.
Team Leadership: Describe your leadership style and how you would foster a collaborative and customer-focused team culture.

Portfolio Presentation Strategy:

Leadership & Team Management: Highlight your leadership and team management skills by including examples of successful team projects, mentoring experiences, or customer success stories.
Technical Expertise: Demonstrate your expertise in cybersecurity and cloud protection by showcasing relevant projects, case studies, or certifications.
Customer Relationship Management: Showcase your customer relationship management skills by including examples of successful customer interactions, feedback analysis, or support process improvements.

📝 Enhancement Note: The interview process for this role will focus on assessing the candidate's technical expertise in cybersecurity and cloud protection, as well as their leadership, team management, and customer relationship management skills. Candidates should be prepared to provide specific examples of their experiences and accomplishments in these areas.

📌 Application Steps

To apply for this Technical Support Engineering Manager - Cybersecurity - Cloud Protection position at Microsoft:

Customize your resume and portfolio to highlight your technical expertise in cybersecurity and cloud protection, as well as your leadership, team management, and customer relationship management skills.
Tailor your application materials to demonstrate your understanding of Microsoft's Customer Experience and Success organization and its mission.
Prepare for the interview process by brushing up on your technical knowledge, reflecting on your experiences and accomplishments, and researching Microsoft's products, services, and company culture.
Practice your presentation skills to effectively showcase your leadership, team management, and customer relationship management skills, as well as your technical expertise in cybersecurity and cloud protection.

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

Technical Support Engineering Manager - Cybersecurity - Cloud Protection