Microsoft · 19 hours ago
Support Escalation Management M4
United States
Full-time
Remote
Mid, Senior Level
$96K/yr - $188K/yr
5+ years expMicrosoft is a leading technology company seeking a Support Escalation Management M4 professional. This role involves providing expert direction to support teams, managing complex customer incidents, and overseeing the development of effective communication and resolution strategies.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Identifies systematic patterns across issues and leverages internal relationships to resolve trends across customer incidents and remove systematic barriers. Resolves strategic issues with other functional leaders to ensure existing processes are not a blocker to customer issue resolution across the function. Provides expert direction to Support Escalation team members on how to handle highly complex cases
Promotes the development of networks and provides guidance on leveraging relationships across teams on a case-by-case basis to remove roadblocks. Maintains global perspective to inform the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed
Oversees and provides guidance to others on conference calls to help others manage customer and field expectations around response and resolution and represent the company. Proactively liaise between their team members and senior leaders, keeping them informed of the response and resolution status of customer issues. Communicates and influences across regions to drive resolution. Ensure alignment internally and externally around customer and field expectations, response, and resolution
Sponsors the development of relationships with internal and external teams and partners and proactively communicates with cross-team leadership on issues with a highly complex scope and coordinates the resources to resolve them
Coordinates resources and establishes relationships to drive opportunities across teams and stakeholder groups in postmortem discussions to remediate future issues
Manages the resolution of highly sensitive, political, visible, reputational issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds strategic cross-functional relationships with various teams and senior leaders to resolve systematic customer issues by overseeing strategic projects. Provides coaching, mentorship, or support to Support Escalation Managers in the resolution of customer issues
Leads strategic cross-region, cross-group, cross-business, or account team unit (ATU) initiatives by identifying patterns of common customer issues across functions and leveraging the support of other functions to improve the customer support experience for a group of customers or customers that have a global span. Represents leadership as a subject matter expert of a particular area. Identifies and shares best practices across functional teams to support the customer experience
Monitors and provides guidance on strategic projects designed to improve resolution times, customer satisfaction, and support experience, to ensure global consistency across teams and time zones
Drives time zone agenda for team and reviews trends across status updates to customers. Provides guidance on communication with internal stakeholders through various channels of communication regarding highly complex, political, or quality-based issues
Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model: Live our culture. Embody our values. Practice our leadership principles. Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn. Care: Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others
Reviews postmortem executive summaries and identifies patterns across customer issues. Explores best practices across functions to create strategy and gains buy-in from cross-functional leadership to resolve systemic issues
Gathers and consolidates feedback across teams and gains buy-in from cross-functional leadership identify systematic issues and process breakdowns across functions and ensures their resolution/progress. Oversees strategy for process improvements and leads project or workgroup to improve internal processes. Acts as a channel of communication between project owners and internal stakeholders to manage project expectations
Provides guidance to others and oversees relationships with outsource vendors to resolve issues and foster positive cultural and behavioral changes
Qualification
Required
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
Preferred
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
Project management experience
Experience working with Microsoft products and services
1+ year(s) people management experience
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
Benefits
Certain roles may be eligible for benefits and other compensation.
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
MarketScreener
2026-01-06
2026-01-06
Company data provided by crunchbase