微软Technical Support Engineering Manager
任职要求
Required Qualifications: • 7+ years of operational excellence, delivery management, account management, sales, or vendor management experienceo OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experienceo OR equivalent experience• 3+ years’ experience of managing people Language QualificationMandarin Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking. 8+ years people manager experience is perferred. Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and e…
工作职责
• 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.• Response and Resolution: You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.• Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology• Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements• Business Integration: You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience.
Provide deep technical support to customers in their selection and use of AMD development tools, silicon and IP products that ensure success POC design creation to demonstrate AMD’s values on silicon, HW acceleration, performance, etc. in order to create design wins Provide technical leadership and guidance that focuses on design win strategies for all customer opportunities Analyze customer needs, and compare and contrast AMD and competitive solutions in order to maximize the customers use of AMD products Collaborate with field and factory resources to develop and deliver technical proposals to customer project managers, engineering managers, system architects and design engineers Code and implement circuits to demonstrate efficient use of AMD technology and competitive advantages to secure design wins Provide all post-sales support, including performance tuning lab debug, timing closure and analysis, RTL coding and simulation, pinout creation, power analysis, and board design feedback Provide regular feedback to AMD management and factory experts on the needs of the customer base
Provide deep technical support to customers in their selection and use of AMD development tools, silicon and IP products that ensure success POC design creation to demonstrate AMD’s values on silicon, HW acceleration, performance, etc. in order to create design wins Provide technical leadership and guidance that focuses on design win strategies for all customer opportunities Analyze customer needs, and compare and contrast AMD and competitive solutions in order to maximize the customers use of AMD products Collaborate with field and factory resources to develop and deliver technical proposals to customer project managers, engineering managers, system architects and design engineers Code and implement circuits to demonstrate efficient use of AMD technology and competitive advantages to secure design wins Provide all post-sales support, including performance tuning lab debug, timing closure and analysis, RTL coding and simulation, pinout creation, power analysis, and board design feedback Provide regular feedback to AMD management and factory experts on the needs of the customer base
Job Description The Cloud Support Manager/Director is a critical leader who acts as the customer's champion within Oracle Cloud Engineering Orgnization. This role commands the endto- end resolution process for high-priority, technically complex customer issues realted to OCI that cannot be resolved at the customer facing team. You will serve as the nerve center for crisis management, orchestrating collaboration between top-tier engineers, product managers, and leadership to drive issues to a swift and complete resolution. Your success will be measured by your ability to minimize customer impact, restore service, and enhance customer satisfaction through clear communication and relentless problem-solving. Responsibilities • Incident Command: Own and manage the lifecycle of escalated customer incidents from initiation to resolution, serving as the primary point of contact for all stakeholders. • Cross-Functional Leadership: Assemble and lead virtual, cross-functional teams of subject matter experts from OCI Support, Engineering, Operations, and Product Management to investigate, diagnose, and resolve complex technical problems. • Stakeholder Communication: Deliver clear, concise, and timely updates to customers and internal stakeholders, including executive leadership. Manage expectations and build confidence throughout the resolution process. • Technical Problem Solving: Facilitate technical deep-dives and drive the root cause analysis (RCA) process to ensure that permanent solutions are implemented to prevent future occurrences. • Customer Advocacy: Act as the voice of the customer within OCI, ensuring their needs are prioritized and that their feedback contributes to product and process improvements. • Process Improvement: Analyze escalation trends and identify opportunities to enhance support processes, documentation, and training to reduce the frequency and impact of future escalations. • Reporting and metrics: Track, analyze, and report on key performance indicators (KPIs) for the escalation process, such as resolution times, escalation rates, and customer satisfaction scores. • Team mentorship: Provide informal coaching and guidance to less experienced support staff on handling escalated cases and improving overall service quality. Minimum qualifications: Education: Confidential – Oracle Internal • Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent experience demonstrating strong technical knowledge. Experience: • 5+ years of experience in a technical support, site reliability, or engineering role for a large-scale cloud platform. • 2+ years of experience in an escalation management, incident management, or technical account management role. Skills: • Demonstrated ability to manage complex technical projects and lead cross-functional teams under pressure. • Exceptional communication, negotiation, and de-escalation skills, with the ability to articulate technical issues to both technical and non-technical audiences. • Strong understanding of cloud infrastructure components, including compute, storage, networking and security. Preferred qualifications: • OCI certification or hands-on experience with Oracle Cloud Infrastructure.