Support Escalation Management

Microsoft•,

1d•$97,600 - $206,400

About The Position

The Customer Experience and Success (CE&S) organization, with over 45,000 employees and partners worldwide, aims to empower customers to accelerate business value through differentiated customer experiences leveraging Microsoft’s products and services, driven by our people and culture. CE&S is responsible for all up services across the company, including consulting, customer success, and support for Microsoft’s portfolio of solutions and products. The Global Customer Success (GCS) organization within CE&S is leading the charge in enabling customer success on the Microsoft Cloud, utilizing leading AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty. Within the Customer Service & Support (CSS) organization, we are seeking individuals passionate about customer success. As a Senior Support Escalation Manager, you will be the primary point of contact for managing escalated customer and partner issues. This role offers an opportunity for accelerated career growth, honing problem-solving, collaboration, and orchestration skills, and deepening relationship management expertise. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees, we foster a growth mindset, innovate to empower others, and collaborate to achieve our shared goals. We uphold our values of respect, integrity, and accountability daily to cultivate an inclusive culture where everyone can thrive.

Requirements

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience OR equivalent experience
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 every two years thereafter.

Nice To Haves

Experience with CSS/CSAM or Ex-MSFT escalation process.
Experience working with Microsoft products and services.
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
Prior Incident and escalation management experience
Experience in C-level stakeholder management

Responsibilities

Demonstrate deep expertise across the Microsoft ecosystem, including Azure, Microsoft 365, and Dynamics 365, with the ability to navigate complex, multi-service environments and dependencies.
Demonstrate advanced troubleshooting expertise.
Operate at the forefront of a high-performance support organization, owning critical escalations, major incidents, and disaster recovery scenarios with full accountability for outcomes.
Lead resolution of high-severity incidents (Sev A / Sev 1), orchestrating global, cross-functional teams under intense time pressure while maintaining composure and decision clarity.
Act as a trusted advisor to C-level stakeholders, confidently driving executive-level conversations, setting expectations, and influencing strategic decisions during crisis and transformation scenarios.
Collaborate closely with Service Managers across Microsoft partner organizations globally, ensuring seamless coordination across regions, time zones, and operational boundaries to deliver consistent, high-quality support outcomes.
Establish strong governance with vendors and delivery partners, rigorously reviewing their support case analysis, enforcing quality standards, and driving continuous improvement to meet and exceed defined service expectations.
Lead and continuously evolve end-to-end escalation and incident management frameworks, ensuring operational excellence, repeatability, and scalability across the support ecosystem.
Translate highly complex technical issues into clear, business-aligned narratives, enabling both technical teams and executive leadership to make informed decisions.
Proactively identify systemic risks and recurring failure patterns through deep technical analysis and data-driven insights, driving long-term corrective actions.
Navigate and influence the Microsoft Partner ecosystem, identifying structural inefficiencies and leading targeted improvement initiatives while managing competing priorities.
Design and deliver high-impact partner engagements, including in-depth (multi-hour) strategic sessions focused on performance optimization, operational maturity, and experience improvement.
Travel onsite to engage directly with partner leadership, conducting executive briefings, and solution workshops to accelerate transformation and accountability.
Own end-to-end customer resolution strategy, serving as the single point of accountability for complex issues and ensuring alignment across engineering, operations, and external and internal stakeholders.
Drive continuous improvement by mentoring team members, shaping best practices, and contributing to strategic initiatives that elevate support excellence and reduce time-to-resolution.
Establish and maintain rigorous communication cadences, delivering precise, transparent updates to stakeholders while managing expectations in high-pressure environments.
Lead bi-monthly case review sessions with partners, delivering in-depth analysis of support cases, identifying systemic gaps, and driving actionable improvements to elevate support quality and operational maturity.
Collaborate deeply with engineering and operations teams to remove blockers, allocate critical resources, and accelerate resolution timelines for high-value partner accounts.
Anticipate and manage stakeholder expectations, ensuring proactive communication, escalation transparency, and outcome-driven execution.
Develop executive-level reporting, including trend analysis, post-incident reviews, and strategic insights that inform leadership decisions and drive systemic improvements.
Build and govern relationships with outsourced vendors and third-party providers, holding them accountable to performance standards and ensuring seamless collaboration during critical events.
Act as a driver and key influencer in developing and advancing proactive, value-driven services for the Partner ecosystem, with a focus on creating scalable paid service offerings, while also serving as a primary source for building and enriching practice content.
Embody our Culture and Values