Senior Technical Support Engineering Manager- Mooncake

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market. Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Leads Managers in case resolution or larger teams or across multiple regions where applicable. Leads and accelerates AI adoption, ensuring the team is skilled, empowered, compliant, and consistently applying AI to deliver faster, higher quality, and more efficient support. Ensures security standards are upheld across all teams in the organization. Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Case Resolution and Daily Operations Leads Managers in case resolution or larger teams or across multiple regions where applicable. Mentors and promotes a culture where team members model all case-handling standards with a continuous focus on speed and quality, including acting as an advisor to other Technical Support Engineers. Evaluates and refines customer interaction processes to ensure they reflect a commitment to excellence in service and high levels of customer satisfaction. Leads senior-level customer advisory efforts, communicating the status and solutions to their issues, and ensuring team members consistently demonstrate Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Demonstrates customer focus in team management decisions. Drives consistent, meaningful recognition within the team. Owns team escalations and coordinates resolution efforts. Leads team response; command incidents when formally declared. Establishes a culture of high-performance, upholding Customer Service & Support (CSS) Operational Excellence and the Support Delivery Framework (e.g., rigorous scheduling, daily backlog and case note reviews, timely transfers) across the organization. People Management Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others. Product/Process Improvement Partners with Supportability and Planning teams to anticipate upcoming product changes and ensure the organization is prepared (e.g., roadmaps, engineer readiness).