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Support Escalation Management

Peru, Lima · Job Posted March 14, 2026
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Job Description

As a 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, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise.

Job Responsibility

  • 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
  • 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
  • Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope
  • 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
  • Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience
  • Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area
  • Acts as a subject matter expert on best practices to support the customer experience
  • Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues
  • Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues
  • Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels
  • Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues
  • Leads strategic projects
  • Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues
  • Reviews postmortem executive summaries and identifies patterns across customer issues
  • Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership
  • 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
  • Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes
  • Embody our culture and values

Requirements

  • Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
  • OR 9+ years technology industry, customer service, or related experience OR equivalent experience
  • Fluent in Spanish & English

Nice to have

  • Master's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 9+ years technology industry, customer service, or related experience OR 12+ years technology industry, customer service, or related experience OR equivalent experience
  • Project management experience
  • 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
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