Tech Support Engineer Manager Role at Microsoft Hyderabad – Lead Customer Experience & Support Innovation

June 25, 2025 AllindiaHires

Join Microsoft as a Tech Support Engineer Manager in Hyderabad – Drive Customer Success Through Scalable Technical Support Leadership

Location: Hyderabad, Telangana, India
Job Title: Tech Support Engineer Manager (Senior Support Engineering Manager)
Job ID: 1835082
Employment Type: Full-Time
Work Model: Up to 50% Remote Work
Travel Requirement: 0–25%
Date Posted: June 24, 2025

🚀 Empower Customers and Teams in One of Microsoft’s Most Strategic Leadership Roles

Microsoft is seeking a Senior Support Engineering Manager in Hyderabad to lead a high-performing team of technical support professionals. This pivotal role is part of Microsoft’s Customer Experience & Success (CE&S) organization—a global unit of 45,000+ employees and partners that ensures Microsoft delivers world-class support, consulting, and customer success services across its expansive product portfolio.

This is your opportunity to influence how Microsoft supports its customers at scale, contribute to continuous AI-powered improvements, and lead a team that plays a vital role in enhancing trust and technical resolution globally.

💡 About Microsoft CE&S and CSS

Microsoft’s Customer Experience & Success (CE&S) division exists to help customers achieve more by unlocking business value through exceptional service experiences. It includes functions such as consulting, support, and customer success—designed to work cohesively across all Microsoft products and solutions.

Within CE&S, the Customer Service & Support (CSS) team delivers a seamless support experience powered by Microsoft’s AI tools and cloud infrastructure. Whether serving enterprises, partners, developers, or everyday users, CSS teams address technical issues, deliver insights, and prevent future problems through proactive intervention and continuous feedback loops.

As a Senior Support Engineering Manager within CSS, your work will directly impact customer satisfaction, loyalty, and the performance of Microsoft’s global services.

👨‍💻 Role Overview: Senior Support Engineering Manager

The Tech Support Engineer Manager role is designed for a people-first technical leader who can guide and inspire a team of highly skilled support engineers. This position combines technical depth, leadership acumen, and customer obsession to deliver a seamless, proactive, and efficient support experience.

Your team will serve as the front line of support, handling escalations, resolving complex technical issues, and working closely with product and engineering teams to drive improvements. You will be expected to act as a strategic thinker, operational driver, and mentor, all while reinforcing Microsoft’s commitment to integrity, respect, and inclusive leadership.

🔍 Key Responsibilities

Your responsibilities will cover five critical focus areas:

1. People Management & Leadership

Lead, coach, and inspire a diverse team of product experts and support engineers.
Foster a culture of accountability, collaboration, growth, and inclusion.
Attract, retain, and develop high-performing talent across the team.
Encourage innovation and continuous learning to ensure high engagement and productivity.

2. Technical Support Delivery & Escalation Management

Ensure timely, accurate, and effective resolution of complex customer technical issues.
Serve as the escalation point for your team, intervening in high-impact or sensitive customer cases.
Coordinate technical prioritization and align support outcomes with business goals.
Monitor service delivery and implement improvements for performance and customer satisfaction.

3. Team Readiness & Skill Development

Identify skill gaps and develop individualized training plans to ensure your team has the latest product and domain knowledge.
Collaborate with engineering, product, and readiness teams to stay ahead of product changes, updates, and features.
Promote certifications, knowledge sharing, and continuous technical enablement.

4. Product and Process Improvement

Aggregate and analyze customer feedback to identify pain points and recurring issues.
Provide actionable insights to product and engineering teams to help shape future updates and releases.
Set clear operational standards to ensure support processes are efficient, scalable, and consistent.
Champion customer voice in internal product conversations.

5. Business Integration and Collaboration

Work cross-functionally with other teams—such as consulting, sales, customer success, and partner support—to enhance the overall customer experience.
Enable seamless business processes that support unified customer journeys.
Identify opportunities for collaborative innovation, co-delivery models, and enhanced support offerings.

📘 Required Qualifications

To be eligible for this role, candidates must meet the following qualifications:

7+ years of experience in any of the following areas: operational excellence, technical delivery management, account management, customer engagement, sales, or vendor management.
OR
A Bachelor’s degree in Computer Science, Information Technology, or a related field plus 5+ years of experience in the fields listed above.
OR
Equivalent industry experience in a technical/leadership role.
3+ years of experience managing technical teams, including hiring, coaching, and performance management.
Fluent in spoken and written English.
Ability to meet Microsoft’s Cloud Background Check requirements, which apply upon hire and recur every two years.

🌟 Preferred Competencies

While not strictly required, the following skills and qualities are highly desirable:

Demonstrated technical proficiency across Microsoft products such as Azure, M365, Dynamics 365, and other enterprise solutions.
Knowledge of AI-powered support tools, telemetry, automation workflows, or data-driven service improvement methodologies.
Experience in a global support environment managing geographically distributed teams.
Familiarity with ITIL, Agile, Six Sigma, or other operational methodologies.
A track record of transformational leadership, delivering measurable improvements in support operations or customer satisfaction.
Strong interpersonal and negotiation skills with the ability to influence and inspire across organizational boundaries.

🌐 Why This Role Matters

Microsoft operates in an ecosystem of millions of customers, developers, partners, and businesses who rely on its platforms every day. When these customers face technical challenges, your team is the lifeline that restores trust, stability, and productivity.

By taking on this role, you become a key enabler of Microsoft’s mission: to empower every person and every organization on the planet to achieve more. You’ll do so by making their technology work flawlessly, scaling support operations efficiently, and building strong feedback loops between customers and product teams.

Your leadership will directly impact Microsoft’s Net Promoter Score (NPS), Customer Satisfaction (CSAT), and overall brand loyalty.

🧭 Life at Microsoft: Culture and Growth

Microsoft’s culture is grounded in three pillars: respect, integrity, and accountability. Employees are encouraged to maintain a growth mindset, embrace continuous learning, and collaborate to achieve shared goals.

As a leader, you’ll be expected to model these values by:

Embracing diversity and championing inclusion across your team.
Leading with empathy and ensuring psychological safety.
Prioritizing ethical decision-making, transparency, and data privacy.
Enabling others through mentorship, recognition, and feedback.

💰 Compensation & Benefits

Microsoft offers a robust benefits package tailored to support your personal and professional life. While the exact benefits may vary by country and employment type, here’s what’s typically included:

World-class healthcare coverage (medical, dental, and vision).
Maternity and paternity leave with job security.
Generous paid time off, including holidays, vacation, and sick days.
Education and upskilling resources for career development.
Retirement savings programs and employee stock purchase options.
Discounts on Microsoft products and partner services.
Wellness initiatives, employee assistance programs, and mental health support.
Corporate giving programs that match your charitable donations.
Internal mobility and promotion opportunities.

🌈 Diversity, Equity, and Inclusion

Microsoft is an equal opportunity employer committed to building an inclusive workforce. We welcome applicants regardless of gender, race, age, religion, sexual orientation, physical ability, or background.

If you require any accommodation during the hiring process due to a disability, Microsoft will ensure a fair and accessible experience.

🔑 SEO Keywords for Optimization

Microsoft Tech Support Engineer Manager, Microsoft CE&S jobs, Technical Support Engineering Manager, Microsoft careers Hyderabad, Microsoft team lead support job, Microsoft remote support jobs India, support escalation manager Microsoft, customer experience manager Microsoft, Microsoft customer success jobs, Microsoft technical team leadership, AI powered support Microsoft, Microsoft hybrid jobs 2025, Microsoft senior engineering manager, cloud support lead jobs, Microsoft people manager openings

📅 Application Details

Position: Tech Support Engineer Manager
Location: Hyderabad, Telangana, India
Remote Work: Up to 50% flexibility
Employment Type: Full-Time
Travel: 0–25%
Job ID: 1835082
Apply at: careers.microsoft.com

Apply Here

All India Hires