Overview

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.

The Senior Support Escalation Manager (Service Manager) is positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. I work with some of the world’s largest companies, public sector depts and not for profit organizations pursuing strategic activities, utilizing Microsoft technologies to modernize their business.

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

• Account Escalation Partner - Owns the reactive support experience for a defined set of strategic or mission critical accounts, often funded directly by the customer. Acts as the primary escalation and crisis contact for those accounts, orchestrating internal and external stakeholders (Customer Success Account Managers [CSAMs], engineering, incident managers, legal/PR, executives) to resolve high impact issues while representing the customer’s business impact. Proactively assesses account risk, maintains and tests incident response plans (e.g., Major Incident Response Plans [MIRPs]), and run drills or “Get to Green” plans to prevent recurrence and improve overall account health. Maintains a deep, ongoing relationship with designated customers’ executive and technical leaders, enabling them to anticipate escalations, influence architecture and operations, and shift conversations from reactive to strategic.
• 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. Builds and enhances technical contacts, SME’s and leaders who can assist in identifying proper resources to assist with issues that cross-Strategic Business Unit (SBU) responsibility.
• 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. Establishes long-term partnerships with other Strategic Business Units (SBU)s, and builds bridges to keep consistent, uniform engagement from account teams to SBU(s).
• Critical Event Response Manager - Manages incidents and escalations as discrete transactions, focusing on rapid stabilization and resolution rather than ongoing account ownership, with engagement spanning varying levels of technical depth. Works directly with the customer or through support teams to ensure customers are informed, expectations are set, and escalation pressure is effectively managed throughout the incident lifecycle.
• Customer Resolution - Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in post-incident review discussions to remediate future issues. Identifies risks surfaced during escalations and ensures they are routed to proper governance channels within or outside of their Strategic Business Unit (SBU).
• Process Improvement - 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.
• Regional or Area Support Leader - Owns critical customer recovery and escalation management efforts across a region, vertical, subsidiary, or segment. Aggregates patterns from escalations, delivery results, and post incident reviews to identify systemic issues, operational health risks, and process breakdowns.
• Technical Recovery and Stabilization Leader - Leads technical recovery for complex and high-impact customer situations, executing and coordinating “get-to-green” recovery plans across multiple issues and teams.
• Vendor Relationships - Engages with outsourced Customer Service and Support [CSS] delivery partner specialists as part of standard support incident management and escalation resolution activities.

Qualifications

Required 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 years of technology industry, customer service, or related 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 OR Preferred Qualifications:

• Experience working with Microsoft products and services.
• CSS/CSAM
• Escalation Process
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
• Prior Incident and escalation management experience
• Proficient in C-level stakeholder management

This role may require on call support for some weekends.

Salary Information

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.