Senior Support Escalation Manager
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Customer Support
In short
As a Senior Support Escalation Manager at Microsoft, you will be the primary contact for escalated customer and partner issues, managing the reactive support experience for strategic accounts. This remote, full-time role focuses on accelerating customer outcomes through technical expertise, collaboration, and communication.
Responsibilities
- Owns the reactive support experience for strategic or mission-critical accounts, acting as the primary escalation and crisis contact.
- Orchestrates internal and external stakeholders to resolve high-impact issues and represent the customer's business impact.
- Proactively assesses account risk, maintains and tests incident response plans, and runs "Get to Green" plans to prevent recurrence.
- Maintains ongoing relationships with designated customers’ executive and technical leaders.
- Leads moderate to highly complex incidents and customers with minimal guidance, navigating ambiguity and high-stress environments.
- Acts as the single point of accountability for complex, high-impact escalations, removing blockers and accelerating decision-making.
- Collaborates with engineering and operations teams to identify the right resources and acts as a subject matter expert on the protocol.
- Manages customer and field expectations around issue response and represents the company independently, prioritizing security.
- Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues.
- Manages incidents and escalations, focusing on rapid stabilization and resolution.
- Leads or supports bridge operations and crisis communications for escalated incidents or critical situations.
- Provides status updates to customers and internal stakeholders, utilizing AI-driven communication tools.
- Drives consistent, executive-ready escalation narratives, aligning stakeholders on problem statements, impact, risks, and next actions.
- Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.
- Identifies systemic breakdowns across escalation workflows and drives cross-team improvements.
- Champions automation and standardization of escalation workflows.
- Creates home-grown solutions for intake, tracking, and reporting for customer businesses.
- Represents Microsoft, Leadership, or Strategic Business Unit (SBU) Leaders on internal/external calls.
- Exercises independent judgment to prioritize escalations based on customer impact, business risk, and urgency.
- Ensures accountability for escalation outcomes.
- Gathers feedback and identifies resources to improve the customer support experience.
- Models best practices to support the customer experience, including proactively addressing security needs.
- Leverages AI-driven sentiment analysis tools to gather real-time feedback and identify common customer pain points.
- Proactively identifies escalation risk signals by reviewing sentiment analysis results, historical data, and feedback.
- Translates customer feedback, escalation themes, and sentiment data into actionable insights.
- Identifies trends across internal postmortems and suggests resources for remediation.
- Identifies risks surfaced during escalations and ensures they are routed to proper governance channels.
- Creates an executive summary detailing the customer issue, impact, and resolution status.
- Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
- Joins and shares best practices to improve delivery and team performance.
- Identifies systematic issues and process breakdown and participates in projects to improve them.
- Actively shares new or potential changes to processes that could impact escalation delivery.
- Owns critical customer recovery and escalation management efforts across a region, vertical, subsidiary, or segment.
- Aggregates patterns to identify systemic issues, operational health risks, and process breakdowns.
- Drives regional or vertical "Get to Green" and improvement plans.
- Operationalizes Crisis Prevention and Management programs across the field.
- Owns the development and orchestration of Customer Trust Recovery activities.
- Acts as the regional “voice of the customer” for reactive support.
- Leads cross-team and cross-region initiatives, establishes protocols, and fosters sustainable changes.
- Leads technical recovery for complex and high-impact customer situations, executing "get-to-green" recovery plans.
- Supports and contributes to the diagnosis of root causes and orchestration of cross-functional technical resources.
- Partners with designated customers’ executive and senior technical leaders to align on recovery approach.
- Utilizes deep technical expertise, structured recovery planning, and alignment of teams around clear actions and priorities.
- Identifies patterns and underlying drivers observed during recovery engagements and shares insights and recommendations.
- Engages with outsourced Customer Service and Support (CSS) delivery partner specialists as part of standard support incident management and escalation resolution activities.
- Focuses partner engagements on coordinating efforts across teams, aligning stakeholders, and driving timely resolution of customer issues.
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.
- Ability to meet Microsoft, customer and / or government security screening requirements.
- Microsoft Cloud Background Check: Required upon hire / transfer and every two years thereafter.
- Verification of citizenship due to citizenship-based legal restrictions; specifically, supporting United States federal, state, and/or local government agency customers.
- Successful candidate’s citizenship will be verified with a valid passport.
- 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.
Desired Qualifications
- The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 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 $125,000 - $206,400 per year.
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
Skills
Azure FundamentalsM365 Fundamentals
#Technical Support#Support Escalation Management#Cloud Technology#Customer Service#Incident Management#Stakeholder Management#AI
About Microsoft
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Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting…
Company
MicrosoftJob Posted
1 day ago
Employment Type
Full Time
Work mode
Remote
Salary
US$97,600–206,400 / year
Experience Level
Senior
Locations
United States
Qualification
Master, Bachelor
Applicants
Be an early applicant
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