Senior Technical Support Engineering Manager- Mooncake
Core
Lead managers in case resolution and larger teams across multiple regions, driving AI adoption and operational excellence for Microsoft's Customer Service & Support organization.
Role type
Senior Technical Support Engineering Manager (People Management & Operations)
Builds
Seamless support experience for consumers, businesses, and partners using Microsoft AI technology.
Domain
Technology Support / Customer Success / AI Operations
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People management, case resolution leadership, AI adoption strategy, security standards enforcement, process improvement, cross-team collaboration, knowledge management, incident command, team coaching
Preferred skills
Advanced operational excellence, strategic readiness planning, complex problem-solving, global strategy influence
Technologies
Microsoft AI technology, AI-enabled support tools
Responsibilities
Lead managers in case resolution or larger teams across multiple regions; Accelerate AI adoption ensuring team skills and compliance; Uphold security standards across all teams; Partner with Supportability and Planning to anticipate product changes; Drive employee growth, performance management, and team development; Establish high-performance culture and operational excellence frameworks; Manage team escalations and incident response; Lead process improvements and feedback loops to enhance product serviceability; Develop and deliver readiness materials and training programs.
Seniority
Senior, hands-on IC with people management responsibilities
