Support Escalation Management

Microsoft • ,

3d • $97,600 - $206,400

About The Position

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.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
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.

Requirements

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Nice To Haves

• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
• Prior Incident and escalation management experience
• Proficient in C-level stakeholder management

Responsibilities

• Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios.
• Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution.
• Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers.
• Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction.
• Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors.
• Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities.
• Influences process improvements across workgroups, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG).
• Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness.
• Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability.
• Integrates insights from case discussions and triage meetings to inform ongoing process enhancements.
• Implements strategic business decisions with customers, partners, and teams to increase market share.
• Influences peers to implement strategy.
• Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team.
• Utilizes AI and other insights to elevate team capability and support ongoing learning.
• Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy.
• Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.
• Reviews technical solutions for security impact and risk exposure.
• Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards.
• Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats.
• Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners.
• Applies secure troubleshooting practices.
• Ensures documentation meets compliance.
• Completes all required security, compliance and privacy trainings in accordance with standards.
• Adheres to security and privacy requirements.
• Adheres to SFI for secure handling of customer data and all engagements.
• Embody our culture and values

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior