Microsoft

Support Escalation Manager

Microsoft • $97K — $188K *
Irving, TX 75061In-Person
Enterprise Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Master's or Bachelor's Degree in technology, business, or related field with 3-8 years of relevant experience in the tech or customer service industry.
  • 5+ years of experience with Partner Programs and/or advanced technical expertise in Microsoft technologies, specifically Microsoft 365 and Azure (certifications preferred).
  • 5+ years of experience in escalation management within customer support services.
  • Strong analytical skills demonstrated by the ability to identify trends and systematic issues in customer interactions.
  • Proven experience in communication and relationship management with internal and external stakeholders.

Responsibilities

  • Collaborate with engineering and operations teams to resolve customer issues effectively.
  • Own and manage escalated customer incidents to remove barriers and improve processes.
  • Establish and nurture relationships with internal teams, keeping senior leadership informed of complex issues and solutions.
  • Support inter-regional initiatives to enhance the customer support experience across teams.
  • Identify trends from customer feedback and drive process improvements through strategic projects.
  • Act as the primary contact for customer issue resolution, maintaining communication with stakeholders throughout the process.
  • Create detailed executive summaries for customer issues to inform stakeholders about impact and resolution status.

Benefits

  • Diverse opportunities for career development and skill growth.
  • Access to Microsoft's innovative tools and technologies.
  • Mentorship programs to support professional growth and knowledge sharing.
  • Work in a collaborative environment that values employee input and initiative.
Full Job Description
Responsibilities

Collaboration

  • Collaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues.


  • Owns escalated issues and manages customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.

Communication

  • Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.


  • Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.


Customer Resolution

  • Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.


  • Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.


  • Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.


  • Acts as a primary contact to understand issues and improve the experiences of customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.


  • Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.


Process Improvement

  • Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.


  • Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.


Qualifications

Required/minimum qualifications

  • 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 OR equivalent experience.
  • 5+ years of experience in Partner Programs (including MAICPP, CSP, Co-Sell & Marketplace, DevCenter/Hardware, Vetting, CFAR/FROG Team, and Incentives) and/or 5+ years of advanced technicalexpertise in Microsoft technologies, with strong knowledge of Microsoft 365 and Azure (relevant certifications preferred).
  • 5+ years of escalation management experience.


Other Requirements:

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.
  • Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport.


Additional or preferred qualifications
  • Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience.
  • Experience working with Microsoft products and services.
  • Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).


Support Escalation Management IC4 - 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.

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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Join Microsoft today and be part of a company that values innovation, leadership, and diversity in its workforce. As a global leader in technology and digital transformation, Microsoft offers unparalleled job opportunities that propel your career to new heights.

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Career growth at Microsoft is about more than climbing the corporate ladder; it's about continuous learning, expanding your skills, and improving your capabilities. With access to various leadership and training programs, you can evolve as a professional and make a significant impact within the company and on the global stage.

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Our hiring process is designed to identify true potential. Starting with a review of your resume, followed by interviews that assess your problem-solving abilities and cultural fit, we ensure that all candidates have a fair chance to demonstrate their strengths and potential to contribute to our team.

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If you're ready to take on exciting challenges and make a difference in the world of technology, explore the job opportunities at Microsoft. Search for open positions that match your skills and interests, and prepare to embark on a rewarding career path filled with innovation and opportunities for personal and professional growth.

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At Microsoft, your future is limitless. Join us in our mission to empower every person and every organization on the planet to achieve more. Your journey with Microsoft starts here.
Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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