Technical Support Engineering

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.

Team Leadership: Lead, coach, and develop a team of support engineers to deliver consistent, high-quality customer outcomes.

Performance & Growth: Set clear expectations, provide regular feedback, and support career development for direct reports.

Customer Escalation Management: Own critical customer escalations within the team, ensuring timely resolution and clear communication.

Operational Excellence: Monitor team health metrics (CSAT, backlog, readiness) and drive continuous improvement in processes and quality.

People & Culture: Foster an inclusive, engaged team environment and champion org-wide initiatives (AI-First, Customer Obsession, Readiness).

Cross-Functional Partnership: Collaborate with peers, engineering, and leadership to remove blockers and align team priorities with business goals.

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.

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.