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Support Escalation Management

United States, Multiple Locations, Multiple LocationsApply nowFind out how well you match with this jobJob number200045616Date postedJul 28, 2026Work site0 days / week in-office – remoteTravelLess than 25%ProfessionTechnical SupportDisciplineSupport Escalation ManagementRole typeIndividual ContributorEmployment typeFull-TimeOverview

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.

Responsibilities
Case Resolution and Daily Operations 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. Product/Process Improvement 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. Readiness and Knowledge Management 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. Security 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. 

Other: 

• Embody our culture and values

 

Qualifications

Required/minimum qualifications

• 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.

  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. 

Additional and or Preferred Qualifications:

• 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

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Insights from previous hiresTop skillsBusinessAutomationAmazon Web Services (AWS)CommunicationBasicArchitectureAnalyticsAgile MethodologiesAdministrationCase ManagementPreviously worked as1. Escalation Manager2. Senior Incident Manager3. Senior Support Escalation Manager4. Senior Technician5. Support Manager