Technical Support Engineering Manager

📍 Job Overview

Job Title: Technical Support Engineering Manager - MDE
Company: Microsoft
Location: Amman, Amman, Jordan
Job Type: Full-Time
Category: Management - Web & Infrastructure
Date Posted: July 30, 2025

🚀 Role Summary

Manage and develop a team of support engineers with deep product knowledge to resolve customer technical issues and drive Microsoft product improvement.
Enable your team to deliver a great customer experience by empowering them with the right tools, resources, and support.
Collaborate with cross-functional teams to identify trends, improve processes, and enhance customer satisfaction.
Lead with a growth mindset, fostering an inclusive culture that values diversity and encourages continuous learning.

📝 Enhancement Note: This role offers a unique opportunity to grow your management skills while making a significant impact on Microsoft's customer experience and product improvement efforts.

💻 Primary Responsibilities

Manage and mentor a team of support engineers, providing guidance, coaching, and performance feedback.
Resolve complex customer technical issues by leveraging your deep product knowledge and problem-solving skills.
Collaborate with other teams to identify trends, gather feedback, and drive product improvement.
Develop and implement processes to enhance customer satisfaction and support team efficiency.
Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met and continuous improvement is achieved.

📝 Enhancement Note: This role requires a strong focus on customer-centric problem-solving, with the ability to balance technical complexity with empathy for customer needs.

🎓 Skills & Qualifications

Education: 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.

Required Skills:

Proven experience in technical support or a related field.
Strong leadership and mentoring skills.
Deep product knowledge and a passion for learning new technologies.
Excellent problem-solving skills and a customer-centric mindset.
Strong communication and collaboration skills, with the ability to work effectively across different teams and functions.
Experience with customer relationship management (CRM) tools and processes.
Proficiency in Microsoft products and services.

Preferred Skills:

Experience with AI technology and its application in customer support.
Familiarity with Agile methodologies and project management tools.
Knowledge of multiple languages and cultures.
Experience working in a global, matrixed organization.

📝 Enhancement Note: Candidates with experience in managing remote teams and driving digital transformation initiatives will have a significant advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Success Stories: Prepare case studies demonstrating your team's impact on customer satisfaction and product improvement.
Team Management: Highlight your approach to team leadership, mentoring, and performance management.
Process Improvement: Showcase your experience in driving process improvement initiatives that enhance customer experience and support team efficiency.

Technical Documentation:

Problem-Solving Techniques: Document your approach to troubleshooting complex technical issues, including root cause analysis and resolution strategies.
Customer Feedback Analysis: Demonstrate your ability to analyze customer feedback, identify trends, and drive product improvement.
Performance Metrics: Showcase your experience in monitoring and reporting on KPIs to ensure SLAs are met and continuous improvement is achieved.

📝 Enhancement Note: As this role focuses on management and process improvement, a well-structured portfolio that highlights your leadership skills, problem-solving approach, and customer-centric mindset will be most impressive.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Amman, Jordan is JOD 12,000 - 18,000 per month (USD 17,000 - 25,000), based on experience and qualifications. This range is inclusive of base salary and variable compensation.

Benefits:

Comprehensive health benefits package.
Retirement savings plan with company matching.
Generous time off and paid holidays.
Employee stock purchase plan.
Employee discounts on Microsoft products and services.
Opportunities for professional development and career growth.

Working Hours: Full-time position with standard working hours, plus additional time as needed to meet customer needs and deadlines.

📝 Enhancement Note: Salary estimates are based on market research and may vary depending on individual qualifications, experience, and company-specific factors.

🎯 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, 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 business value through Microsoft's products and services.
The Customer Service & Support (CSS) organization within CE&S focuses on delivering a seamless support experience for customers, partners, and businesses.
This role is part of the CSS organization and will work closely with other teams, including engineering, product, and marketing.

Development Methodology:

Microsoft follows Agile methodologies for product development and continuous improvement.
The support team uses a ticketing system to manage customer issues and track progress.
Collaboration and cross-functional teamwork are essential for driving customer satisfaction and product improvement.

Company Website: Microsoft

📝 Enhancement Note: Microsoft's culture values innovation, collaboration, and continuous learning, providing an ideal environment for professionals seeking to grow their skills and make a significant impact.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level management position, offering significant opportunities for career growth and development within Microsoft's global organization.

Reporting Structure: The Senior Support Engineering Manager will report directly to the Director of Customer Service & Support and will manage a team of support engineers.

Technical Impact: This role has a significant impact on Microsoft's customer experience and product improvement efforts, driving customer satisfaction and business value through effective support and process improvement.

Growth Opportunities:

Team Leadership: Expand your management skills and experience by leading a team of support engineers and driving their development and success.
Cross-Functional Collaboration: Work closely with other teams, such as engineering, product, and marketing, to drive customer satisfaction and product improvement.
Global Experience: Gain experience working in a global, matrixed organization, collaborating with teams from diverse cultural backgrounds and time zones.
Technical Expertise: Deepen your knowledge of Microsoft products and services, as well as emerging technologies in customer support and AI.

📝 Enhancement Note: This role offers a unique opportunity to grow your management skills, gain global experience, and make a significant impact on Microsoft's customer experience and product improvement efforts.

🌐 Work Environment

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

Office Location(s): Amman, Jordan

Workspace Context:

Collaborative Environment: The open-plan office encourages collaboration and communication among team members and across different functions.
State-of-the-Art Technology: Microsoft provides its employees with access to the latest tools and technologies to support their work.
Flexible Work Arrangement: This role offers a flexible work arrangement, allowing employees to work up to 100% from home.

Work Schedule: Standard working hours with additional time as needed to meet customer needs and deadlines.

📝 Enhancement Note: Microsoft's work environment is designed to support collaboration, innovation, and work-life balance, providing an ideal setting for professionals seeking to grow their skills and make a significant impact.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, product knowledge, and customer-centric mindset.
Behavioral Interview: A structured interview focused on your leadership, management, and customer relationship skills.
Final Interview: A discussion with the hiring manager and other key stakeholders to assess your fit for the role and the team.

Portfolio Review Tips:

Customer Success Stories: Highlight your team's impact on customer satisfaction and product improvement through case studies and testimonials.
Team Management: Showcase your approach to team leadership, mentoring, and performance management through examples and data-driven results.
Process Improvement: Demonstrate your experience in driving process improvement initiatives that enhance customer experience and support team efficiency.

Technical Challenge Preparation:

Problem-Solving Scenarios: Prepare for problem-solving scenarios that mimic real-world customer issues and support team challenges.
Root Cause Analysis: Brush up on your root cause analysis skills to demonstrate your ability to identify and address the underlying causes of customer issues.
Customer Feedback Analysis: Familiarize yourself with customer feedback analysis techniques to showcase your ability to identify trends and drive product improvement.

ATS Keywords:

Management: Team Leadership, Mentoring, Performance Management, Cross-Functional Collaboration, Global Experience, Customer Relationship Management.
Technical: Technical Support, Problem Solving, Customer Experience, Product Improvement, AI Technology, Agile Methodologies, Customer Relationship Management (CRM) Tools.

📝 Enhancement Note: Microsoft's interview process is designed to assess your technical skills, leadership potential, and cultural fit, providing an opportunity to demonstrate your unique qualifications and experiences.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Ticketing System: Microsoft uses a ticketing system to manage customer issues and track progress.
CRM: Microsoft Dynamics 365 Customer Engagement is used to manage customer relationships and interactions.
AI Technology: Microsoft leverages AI technology to enhance the customer support experience and drive product improvement.

Product Knowledge:

Microsoft Products: Deep knowledge of Microsoft products and services, including Office 365, Windows, and Azure.
Emerging Technologies: Familiarity with emerging technologies in customer support and AI.

📝 Enhancement Note: As this role focuses on management and process improvement, a strong understanding of Microsoft's products, support tools, and emerging technologies is essential for success.

👥 Team Culture & Values

Microsoft Values:

Customer Obsessed: We put customers first in everything we do, understanding their needs and exceeding their expectations.
One Microsoft: We work together as one company to achieve our goals, collaborating across teams and functions.
Growth Mindset: We embrace a growth mindset, learning from our experiences and continuously improving.
Inclusive: We foster an inclusive culture where everyone can thrive, valuing diversity and promoting equality.
One Microsoft: We work together as one company to achieve our goals, collaborating across teams and functions.

Collaboration Style:

Cross-Functional Integration: Microsoft encourages collaboration across different teams and functions, fostering a culture of shared responsibility and collective success.
Knowledge Sharing: Microsoft promotes a culture of knowledge sharing and continuous learning, with regular training, workshops, and mentoring opportunities.
Technical Mentoring: Microsoft values technical mentoring and provides opportunities for employees to develop their skills and advance their careers.

📝 Enhancement Note: Microsoft's culture values collaboration, continuous learning, and customer obsession, providing an ideal environment for professionals seeking to grow their skills and make a significant impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Manage complex customer technical issues, requiring strong problem-solving skills and deep product knowledge.
Process Improvement: Drive process improvement initiatives to enhance customer satisfaction and support team efficiency.
Global Customer Base: Work with a diverse, global customer base, requiring cultural sensitivity and adaptability.

Learning & Development Opportunities:

Microsoft Certified: Pursue Microsoft certifications to deepen your knowledge of Microsoft products and services.
Online Learning: Access Microsoft's extensive online learning resources, including courses, workshops, and webinars.
Mentoring: Seek mentoring opportunities from experienced team members and leaders to develop your skills and advance your career.

📝 Enhancement Note: Microsoft's technical challenges and growth opportunities provide an ideal setting for professionals seeking to develop their skills, gain global experience, and make a significant impact on customer experience and product improvement.

💡 Interview Preparation

Technical Questions:

Problem-Solving Scenarios: Prepare for problem-solving scenarios that mimic real-world customer issues and support team challenges.
Root Cause Analysis: Brush up on your root cause analysis skills to demonstrate your ability to identify and address the underlying causes of customer issues.
Customer Feedback Analysis: Familiarize yourself with customer feedback analysis techniques to showcase your ability to identify trends and drive product improvement.

Company & Culture Questions:

Customer Obsessed: Prepare examples of how you have put customers first in your previous roles, understanding their needs and exceeding their expectations.
One Microsoft: Demonstrate your ability to work collaboratively with cross-functional teams, fostering a culture of shared responsibility and collective success.
Growth Mindset: Share examples of how you have embraced a growth mindset, learning from your experiences and continuously improving.

Portfolio Presentation Strategy:

Customer Success Stories: Highlight your team's impact on customer satisfaction and product improvement through case studies and testimonials.
Team Management: Showcase your approach to team leadership, mentoring, and performance management through examples and data-driven results.
Process Improvement: Demonstrate your experience in driving process improvement initiatives that enhance customer experience and support team efficiency.

📝 Enhancement Note: Microsoft's interview process is designed to assess your technical skills, leadership potential, and cultural fit, providing an opportunity to demonstrate your unique qualifications and experiences.

📌 Application Steps

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

Tailor Your Resume: Highlight your management experience, technical skills, and customer-centric mindset, focusing on your ability to drive customer satisfaction and product improvement.
Prepare Your Portfolio: Showcase your customer success stories, team management approach, and process improvement initiatives, demonstrating your unique qualifications and experiences.
Research Microsoft: Familiarize yourself with Microsoft's products, services, and culture, ensuring you understand the company's mission and values.
Prepare for the Interview: Brush up on your problem-solving skills, root cause analysis techniques, and customer feedback analysis methods, and be ready to discuss your management approach, leadership style, and customer-centric mindset.

⚠️ 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 - MDE