CrawlJobs Logo

Senior Support Escalation Manager

https://www.microsoft.com/ Logo

Microsoft Corporation

Location Icon

Location:
United States , Multiple Locations

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

96500.00 - 188400.00 USD / Year
Save Job
Save Icon
Apply Position

Job Description:

Within CE&S, 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.

Job Responsibility:

  • Serve as the primary point of contact to understand issues, enhance the overall partner experience, and maintain strong relationships with internal and external stakeholders to efficiently coordinate issue resolution
  • Mentor team members and contribute to strategic projects aimed at improving resolution times and customer satisfaction
  • Provide regular status updates to customers and internal stakeholders, analyse retrospective data, and recommend improvements based on identified trends
  • Partner with engineering and operations teams to identify appropriate resources, manage escalations for account-aligned partners, and ensure processes support timely issue resolution
  • Set and manage customer and field expectations, keeping stakeholders informed of response and resolution progress while driving clear internal communication to accelerate outcomes
  • Identify systemic issues, participate in continuous improvement initiatives, and develop executive summaries highlighting patterns in customer challenges
  • Build and manage relationships with outsourced vendors to support effective issue resolution
  • Leverages relationships across teams to remove roadblocks
  • Establishes and oversees the development of written protocols to ensure customer issues are resolved
  • Identifies reoccurring roadblocks across the team and escalates as needed
  • Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers
  • Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective
  • Acts as an expert and provides informal guidance to Support Escalation team members on how to handle moderate to highly complex cases
  • 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
  • Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope
  • Surfaces feedback from the team and drives collaboration across functions to identify systematic issues and leads process breakdowns to ensure resolution/progress
  • Creates strategy for process improvements and leads project or workgroup to improve internal processes
  • Reviews postmortem executive summaries and identifies patterns across customer issues
  • Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership
  • Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioural changes
  • Embody our Culture and Values

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 OR equivalent experience
  • Ability to meet Microsoft, customer and / or government security screening requirements
  • Microsoft Cloud Background Check

Nice to have:

  • 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)
  • Prior Incident and escalation management experience
  • Experience in C-level stakeholder management

Additional Information:

Job Posted:
April 19, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Icon
Microsoft Corporation - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Senior Support Escalation Manager

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...
Location
Location
United States , Denver; Nashville
Salary
Salary:
132000.00 - 182000.00 USD / Year
https://checkr.com Logo
Checkr
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in customer support leadership roles
  • At least 3 years focused on enterprise B2B customers
  • Direct management experience leading teams of 10-20+ support professionals in high-growth environments
  • Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
  • Proven track record of successfully managing high-stakes customer escalations and executive-level communications
  • Enterprise B2B SaaS experience with complex, technical products (Required)
  • Experience in HR tech, compliance, or background screening industries (Preferred)
  • Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
  • Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
  • Experience building support processes, playbooks, and systems that scale with growth
Job Responsibility
Job Responsibility
  • Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
  • Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
  • Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
  • Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
  • Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
  • Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
  • Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
  • Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
  • Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
  • Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery
What we offer
What we offer
  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental and vision coverage
  • Unlimited PTO policy
  • Monthly wellness stipend
  • In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
  • A relocation stipend may be available for those willing to relocate to a Checkr hub location
  • Fulltime
Read More
Arrow Right

Senior Escalation Manager

Braze is at an inflection point in our maturity, with a key focus on Scalability...
Location
Location
United States , New York City
Salary
Salary:
90000.00 - 117000.00 USD / Year
braze.com Logo
Braze
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
  • Adept at translating complex technical problems into easily digestible terms for all audiences
  • A decisive leader capable of problem-solving and working effectively within cross-functional teams
  • Able to prioritize and execute tasks efficiently in a high-pressure environment
  • Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
  • Technically proficient with specific tools for reporting, documentation, and observability (e.g., Jira, Confluence, Salesforce, Google Workspace)
  • Committed to operational excellence, using data-driven decision-making to minimize risk
  • Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
  • Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
  • Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams
Job Responsibility
Job Responsibility
  • Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
  • Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
  • Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
  • Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
  • Maintain and optimize escalation protocols and processes
  • Triage and prioritize escalations based on urgency and business impact
  • Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
  • Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
  • Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
  • Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements
What we offer
What we offer
  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
  • A curated in-office employee experience, designed to foster community, team connections, and innovation
  • Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
  • Employee Resource Groups that provide supportive communities within Braze
  • Fulltime
Read More
Arrow Right

Senior Manager, Technical Support

Lead our Senior Technical Support Specialists (L2 team), driving advanced operat...
Location
Location
Spain
Salary
Salary:
Not provided
duettocloud.com Logo
Duetto
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience in SaaS technical support
  • 3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
  • Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
  • Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
  • Exceptional communication skills
  • Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows
Job Responsibility
Job Responsibility
  • Manage and mentor a global team of 5-10 Senior Technical Support Specialists
  • Foster a culture of accountability, learning, and growth
  • Optimize and formalize the time allocation for the Senior team
  • Lead team meetings and conduct one-on-ones
  • Monitor L2 team schedules, queue coverage, workflows, and KPIs
  • Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
  • Act as a player-coach
  • Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
  • Serve as the primary owner for high-severity bug-related issues and escalations
  • Ensure that reported bugs are prioritized correctly with Product and Engineering teams
Read More
Arrow Right

Senior Manager, Technical Support

Lead our Senior Technical Support Specialists (L2 team), driving advanced operat...
Location
Location
United Kingdom
Salary
Salary:
Not provided
duettocloud.com Logo
Duetto
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of experience in SaaS technical support
  • 3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
  • Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
  • Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
  • Exceptional communication skills
  • Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows
Job Responsibility
Job Responsibility
  • Manage and mentor a global team of 5-10 Senior Technical Support Specialists
  • Foster a culture of accountability, learning, and growth
  • Optimize and formalize the time allocation for the Senior team
  • Lead team meetings and conduct one-on-ones
  • Monitor L2 team schedules, queue coverage, workflows, and KPIs
  • Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
  • Act as a player-coach
  • Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
  • Serve as the primary owner for high-severity bug-related issues and escalations
  • Ensure that reported bugs are prioritized correctly with Product and Engineering teams
  • Fulltime
Read More
Arrow Right

Senior Manager, Consumer Experience Growth & Support

CommonSpirit Health is looking for a pivotal leadership role with this unique po...
Location
Location
United States , Englewood
Salary
Salary:
60.24 - 89.60 USD / Hour
americannursingcare.com Logo
American Nursing Care
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelors Of Science Required
  • 7+ years of progressive experience in Information Technology within a clinical or clinical information systems environment Required
  • 5+ years of demonstrated success in a dedicated people management role, leading and developing high-performing teams, preferably an IT Support team, application development team, or highly matrixed Required
  • Proven experience leading complex projects and large matrixed teams with significant stakeholder engagement and a track record of achieving project goals Required
  • Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, Business Administration, or a related field, Required
  • Knowledge of legal, managerial, and organizational principles and standards for health systems Required
  • EHR and TPA build knowledge required (e.g., Epic, Adobe, GCP, etc.)
  • EPIC Certification (EPIC) Required
  • Architectural Awareness: Foundational understanding of the Software Development Life Cycle (SDLC) and key architectural concepts (e.g., Data Layer, API integration, Microservices, Cloud platforms to the consuming application) to facilitate effective partnership with development and engineering teams Required
  • Exceptional People Leadership: Demonstrated ability to lead, motivate, coach, and develop diverse teams, fostering a high-performance, collaborative, and empathetic culture, especially across operational and innovation functions Required
Job Responsibility
Job Responsibility
  • Strategic Leadership: Provide strategic leadership, oversight, and mentorship for a diverse team of IT professionals, encompassing both consumer support and Epic/EHR innovation analysts
  • Consumer Experience Support Vision: Set the vision for, and drive the transformation of, consumer-facing IT support to deliver a "white glove" experience
  • Performance Management and Strategic Cross-skilling: Provide performance feedback and complete performance evaluations for Team-members
  • Strategic Thinking and Bridging Capabilities: Strong skillset in matrixed management to bridge EHR analysts from implementation and support, with consumer web and app POC, development, and translating consumer and patient feedback into product and engineering requests
  • Application Stewardship: Responsible for support of clinical and/or business IT applications and systems
  • Operational Resource Management of a diverse team: Strategically manage team schedules, including on-call rotations and resource allocation
  • Epic, TPA and Engineering Upskilling: Drive the upskilling and cross-training of consumer support personnel in Epic applications and workflows
  • Innovation & Discovery Lead of EHR capabilities: Dotted line accountable leader, to pair with development teams from discovery, inception, development, and execution of Proof-of-Concept (POC) projects and discovery initiatives
  • EHR Relationship Management and Growth mindset, nimble team cultivation: Supports multiple business applications with key focus on Epic applications and upskilling direct reports on Epic support models
  • Seamless Integration and Implementation and Strategic Bridge Building: Collaborate with Epic Gold, Operations & Maintenance (O&M) teams, and other internal stakeholders to facilitate seamless transitions from POC to production
What we offer
What we offer
  • medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings
  • Fulltime
Read More
Arrow Right

Senior Technical Program Manager – IT & Cyber Support

Barbaricum is hiring a Senior Technical Program Manager to support enterprise IT...
Location
Location
United States , Washington, DC
Salary
Salary:
Not provided
barbaricum.com Logo
Barbaricum
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Active DoD Top Secret Clearance
  • 10+ years of technical program management in DoD environments
  • Bachelor’s degree in computer science, IT, information systems, or a related field
  • 8+ years in planning, directing, and managing complex IT projects and operations of similar nature
  • Possess one or more of the following certifications: GSLC, CCISO, CISSP, CISM, or CISA
Job Responsibility
Job Responsibility
  • Oversee IT and IA contract support staff and performance metrics
  • Lead project teams in Agile, CMMI, and ITIL environments
  • Manage implementation of RMF compliance, cybersecurity controls, and CC SRG adherence
  • Drive organizational change management and quality assurance processes
  • Serve as primary escalation and reporting point for technical and contractual issues
  • Ensure projects remain within scope, schedule, and compliance standards
Read More
Arrow Right

Account Support Manager

Account Support Manager role focused on managing the onsite delivery of software...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree preferred or Associate degree holder (technical field)
  • 5-7 years working experience in related fields
  • Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
  • Broad knowledge of corporate organization, job, and policies
  • Comprehensive business, technical or functional knowledge at an expert level
  • Communicate tactfully with diplomacy up to senior management levels
  • Active listening skills
  • Problem-solving skills
  • Consulting skills
  • Project management skills
Job Responsibility
Job Responsibility
  • Apply advanced technical knowledge to operate one or more technology areas
  • Integrate technical knowledge and business understanding to create solutions for customers
  • Resolve single- and cross-technology incidents independently
  • Work with team members to resolve unusually complex or cross-technology incidents
  • Proactively and reactively look for solutions to prevent problems
  • Apply company solutions to meet highly complex customer needs
  • Identify additional services for future service revenue growth
  • Provide technical consulting during contract renewal discussions
  • Build and maintain strong relationship up to senior management level
  • Design and deliver support solutions using specific industry knowledge
What we offer
What we offer
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment
  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
  • Fulltime
Read More
Arrow Right

Apps Support Group Manager

The Apps Support Group Manager is accountable for management of complex/critical...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years relevant experience
  • Post-Graduation in relevant field preferred
  • Senior to advanced level experience in an Apps Support role with commensurate experience in people management
  • Experience of senior stakeholder management
  • Project management with demonstrable results in improving IT services
  • Capacity Planning/Forecasting exposure a plus
  • Effectively share information with other support team members and with other technology teams
  • Ability to plan and organize workload
  • Consistently demonstrates clear and concise written and verbal communication skills
  • Ability to communicate appropriately to relevant stakeholders
Job Responsibility
Job Responsibility
  • Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives
  • requires a good understanding of the industry
  • Vendor relationship management including oversight for all offshore managed service
  • Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
  • Guide development teams on application stability and supportability improvements
  • Formulate and implement a framework for managing capacity, throughput and latency
  • Define and implemented application on-boarding guidelines and standards
  • Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths
  • Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
  • Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions
  • Fulltime
Read More
Arrow Right