Director Technical Support Engineering, Americas
Microsoft
Director Technical Support Engineering, Americas
Fargo, North Dakota, United States
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Overview
With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, 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.
Are you passionate about leading high-performing teams, driving operational excellence, and elevating customer experiences at scale? Do you thrive in complex, fast-paced environments where you can influence global strategy, drive innovation, and build a best-in-class customer support model? If so, this is the opportunity for you.
As a Director, Technical Support Engineering for the Americas, you will be at the forefront of transforming the Microsoft Dynamics customer experience, ensuring seamless, high-quality support that empowers businesses to maximize their investment in our technologies. This is a high-impact leadership role, where you will shape regional support strategies, partner closely with global engineering teams, and drive business decisions that enhance both operational efficiency and customer satisfaction.
This role provides a hybrid work environment, with the flexibility to work up to 50 % remotely while engaging with cross-functional teams across the Americas and beyond.
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.
Qualifications
Required/Minimum Qualifications
- 10+ years operational excellence, delivery management, account management, sales, or vendor management experience
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 8+ years operational excellence, delivery management, account management, sales, or vendor management experience.
- 5+ years experience of managing managers.
Additional or Preferred Qualifications
- 5+ years managing managers.
- Microsoft Technology Certifications
Technical Support Engineering M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $162,000 - $299,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until March 18, 2025.
#CES #CSS #DTP #Dynamics
Responsibilities
- People Leadership & Development – Foster a high-performance culture by mentoring and developing leaders, investing in team readiness, and championing diversity and inclusion within the organization.
- Lead the Americas Support Strategy – Develop and execute a customer-aligned support model, ensuring regional customers receive world-class support, with a focus on efficiency, quality, and proactive service delivery.
- Drive Operational Excellence – Utilize data-driven decision-making, AI-powered automation, and innovative tooling to continuously enhance support efficiency and customer satisfaction.
- Customer Advocacy & Incident Management – Serve as a regional advocate for high-profile customer issues, ensuring rapid resolution of escalations and delivering proactive, high-touch experiences for strategic accounts.
- Partnership with Engineering & Product Teams – Collaborate closely with engineering, operations, and leadership teams to improve product supportability and drive continuous improvement across the customer journey.
- Business Strategy – Oversee the strategy for the Americas region, ensuring resources are allocated to deliver maximum impact.
- Stakeholder Engagement & Influence – Represent the Americas region in key leadership forums, advocating for customer needs, regional priorities, and long-term business objectives to executive leadership.
- You create a customer-aligned support model, ensuring that key customers' specific support needs are understood and met across your area of responsibility.
- You contribute to the development of the organization's overall strategy and ensure its landing and implementation within your own organization.
- You actively drive diversity and inclusion (D&I) and foster a global culture and mindset within your organization.
- You set clear readiness and learning objectives for your organization, inspiring employee communities to build, strengthen, and support globally inclusive connections.
- You develop a strategy that aligns with the broader organizational strategy to improve return on investment, and you help secure funding for the headcount plan of record, including lobbying for incremental funding when needed.
- You use data-driven analysis and actionable insights to make decisions that drive operational/business outcomes. Additionally, you oversee the development and implementation of the fiscal organization budget and quarterly re-forecasts. You drive and influence others to facilitate the creation of the tools, proactive/diagnostic, and automation assets required to deliver world-class service to global customers. In addition to these responsibilities, you have people-management responsibilities, including driving employee growth and development, executing projects, and managing performance.
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