Technical Support Engineering Manager-Cybersecurity

📍 Job Overview

Job Title: Technical Support Engineering Manager - Cybersecurity - Cloud Protection
Company: Microsoft
Location: San José, Costa Rica
Job Type: Full-Time
Category: Technical Support Management
Date Posted: August 8, 2025
Experience Level: 5-10 years
Remote Status: Remote Solely

🚀 Role Summary

Lead a team of support engineers with deep product knowledge in Microsoft's Customer Service & Support (CSS) organization.
Manage customer relationships from a support standpoint, enabling your team to deliver a great customer experience.
Drive Microsoft Product Improvement by identifying trends and making data-driven decisions.
Build and lead diverse teams, fostering a culture of inclusion and collaboration.
📝 Enhancement Note: This role offers a unique opportunity to grow your career in customer relationship management and technical support, while honing your leadership skills in a global tech giant.

💻 Primary Responsibilities

Team Leadership: Lead, mentor, and develop a team of support engineers, fostering a culture of continuous learning and improvement.
Customer Relationship Management: Manage customer relationships from a support standpoint, ensuring customer satisfaction and loyalty.
Problem Resolution: Oversee the resolution of complex customer technical issues, leveraging Microsoft's AI technology and your team's deep product knowledge.
Product Improvement: Identify trends, analyze data, and drive Microsoft Product Improvement by collaborating with cross-functional teams.
Stakeholder Communication: Effectively communicate with various stakeholders, including customers, team members, and other Microsoft teams.
📝 Enhancement Note: This role requires a strong focus on customer experience, problem-solving, and data-driven decision-making to drive continuous improvement in Microsoft's support services.

🎓 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: 5-10 years of experience in technical support, customer relationship management, or a related field. Proven experience in leading and managing teams.

Required Skills:

Proven experience in technical support and customer relationship management.
Strong leadership, mentoring, and coaching skills.
Excellent communication, interpersonal, and stakeholder management skills.
Deep product knowledge and understanding of Microsoft's portfolio of solutions and products.
Experience with AI technology and data analysis.
Strong problem-solving and decision-making skills.
📝 Enhancement Note: Familiarity with cybersecurity and cloud protection concepts is a plus, as this role focuses on Microsoft's cloud protection services.

Preferred Skills:

Experience in a global, matrixed organization.
Familiarity with agile methodologies and project management.
Knowledge of multiple languages.
Experience working remotely and managing remote teams.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this management role. However, candidates should be prepared to discuss their experience in technical support, customer relationship management, and team leadership.
Technical Documentation: Prepare to discuss your approach to data analysis, problem-solving, and driving product improvement based on customer feedback and trends.

💵 Compensation & Benefits

Salary Range: The salary range for this role in San José, Costa Rica is approximately ₡10,000,000 - ₡15,000,000 per year (USD $17,500 - $26,500 per year). This estimate is based on regional market research and cost of living adjustments.

Benefits:

Comprehensive health benefits package.
Retirement savings plan with company match.
Generous time off and leave policies.
Employee stock purchase plan.
Tuition assistance and professional development opportunities.
📝 Enhancement Note: Microsoft offers a wide range of benefits and perks to support employees' physical, financial, and emotional well-being, as well as their personal and professional growth.

Working Hours: Full-time position with a standard workweek of 40 hours. Flexible working hours and remote work arrangements may be available.

🎯 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, global organization with over 180,000 employees worldwide. This role is part of the Customer Experience and Success (CE&S) organization, which has over 45,000 employees and partners globally.

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 all up services across Microsoft, including consulting, customer success, and support.
The Customer Service & Support (CSS) organization is part of CE&S and is responsible for delivering a seamless support experience for Microsoft's customers.
This role is part of the CSS organization and will lead a team of support engineering roles with deep product knowledge.

Development Methodology:

Microsoft follows agile methodologies for software development and project management.
The company emphasizes continuous learning, improvement, and innovation.

Company Website: Microsoft

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior management position within Microsoft's Customer Service & Support organization. It offers significant opportunities for career growth and development in customer relationship management, technical support, and team leadership.

Reporting Structure: This role reports directly to the Customer Service & Support (CSS) organization and will lead a team of support engineering roles with deep product knowledge.

Technical Impact: This role has a significant impact on Microsoft's customer experience and product improvement efforts. By leading a team of support engineers and driving data-driven decisions, the manager in this role can influence Microsoft's support services and product offerings.

Growth Opportunities:

Career Progression: This role offers opportunities for career progression within Microsoft's Customer Experience and Success (CE&S) organization, as well as other parts of the company.
Technical Skill Development: The role provides opportunities to develop technical skills in AI technology, data analysis, and customer relationship management.
Leadership Development: This role offers opportunities to develop and hone leadership skills, including team management, mentoring, and coaching.

🌐 Work Environment

Office Type: Microsoft's San José office is a modern, collaborative workspace designed to foster innovation and productivity. The company offers flexible work arrangements, including remote work options.

Office Location(s): Microsoft's San José office is located in the heart of the city, with easy access to public transportation and amenities.

Workspace Context:

Collaboration: The office features open-plan workspaces, meeting rooms, and collaboration areas designed to encourage teamwork and idea-sharing.
Technology: Microsoft provides state-of-the-art technology and tools to support its employees' productivity and innovation.
Work-Life Balance: Microsoft offers flexible work arrangements, including remote work options, to support employees' work-life balance.

Work Schedule: Full-time position with a standard workweek of 40 hours. The role offers flexible working hours and remote work arrangements.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience and fit for the role.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills and understanding of Microsoft's products and services.
Behavioral Interview: A structured interview to assess your leadership, communication, and stakeholder management skills.
Final Interview: A final interview with the hiring manager to discuss your fit for the role and the team.

Portfolio Review Tips:

Not applicable for this management role. However, be prepared to discuss your experience in technical support, customer relationship management, and team leadership.

Technical Challenge Preparation:

Brush up on your knowledge of Microsoft's products and services, with a focus on the company's cloud protection offerings.
Prepare for data analysis and problem-solving questions, as well as behavioral interview questions focused on leadership, communication, and stakeholder management.

ATS Keywords:

Technical Support
Customer Relationship Management
Team Leadership
Product Knowledge
Cybersecurity
Cloud Protection
AI Technology
Problem Solving
Diversity
Customer Experience
Microsoft Products
Consulting
Support Services
Business Value
Innovation
Collaboration

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this management role. However, familiarity with Microsoft's portfolio of solutions and products, as well as the company's cloud protection offerings, is essential.

Web Infrastructure: Not applicable for this management role. However, understanding of Microsoft's web infrastructure and support services is beneficial.

👥 Team Culture & Values

Web Development Values:

Customer Obsessed: Microsoft is committed to understanding and meeting the needs of its customers.
One Microsoft: The company fosters a culture of collaboration and teamwork across its global organization.
Innovation: Microsoft encourages continuous learning, improvement, and innovation.
Inclusive: Microsoft values diversity and inclusion, fostering a culture where everyone can thrive.

Collaboration Style:

Cross-Functional: Microsoft encourages collaboration across its various teams and organizations.
Agile: The company follows agile methodologies for software development and project management.
Data-Driven: Microsoft emphasizes data-driven decision-making and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Managing customer expectations and ensuring customer satisfaction in a complex, global organization.
Data Analysis: Analyzing large datasets to identify trends and make data-driven decisions.
Team Leadership: Building and leading diverse teams, fostering a culture of inclusion and collaboration.
📝 Enhancement Note: This role offers significant challenges and growth opportunities in customer relationship management, technical support, and team leadership.

Learning & Development Opportunities:

Technical Skill Development: Opportunities to develop technical skills in AI technology, data analysis, and customer relationship management.
Leadership Development: Opportunities to develop and hone leadership skills, including team management, mentoring, and coaching.
Company-Specific Knowledge: Opportunities to gain deep knowledge of Microsoft's products, services, and support offerings.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Prepare for questions about Microsoft's products and services, with a focus on the company's cloud protection offerings.
Data Analysis: Brush up on your data analysis skills and be prepared to discuss your approach to problem-solving and decision-making.
Leadership: Prepare for behavioral interview questions focused on leadership, communication, and stakeholder management.

Company & Culture Questions:

Microsoft Culture: Familiarize yourself with Microsoft's company culture, values, and mission.
CSS Organization: Understand the structure and goals of Microsoft's Customer Service & Support (CSS) organization.
Team Dynamics: Prepare for questions about your approach to team leadership, collaboration, and cross-functional teamwork.

Portfolio Presentation Strategy:

Not applicable for this management role. However, be prepared to discuss your experience in technical support, customer relationship management, and team leadership.

📌 Application Steps

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

Submit your application through the application link provided.
Prepare for the phone screen by reviewing your experience and fit for the role.
Brush up on your knowledge of Microsoft's products and services, with a focus on the company's cloud protection offerings.
Prepare for data analysis and problem-solving questions, as well as behavioral interview questions focused on leadership, communication, and stakeholder management.
Familiarize yourself with Microsoft's company culture, values, and mission, as well as the structure and goals of the Customer Service & Support (CSS) organization.
Prepare for the final interview by reflecting on your experience and fit for the role, as well as your approach to team leadership, collaboration, and cross-functional teamwork.

Technical Support Engineering Manager-Cybersecurity - Cloud Protection