Support Escalation Manager Job at Microsoft Corporation (Bangalore)

Senior Escalation Manager

Braze is at an inflection point in our maturity, with a key focus on Scalability...

Location

United States , New York City

Salary:

90000.00 - 117000.00 USD / Year

Braze

Expiration Date

Until further notice

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

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

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

Escalation Manager

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) or...

Location

United States , Spring

Salary:

49500.00 - 104900.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Experience in working with technology business, preferably storage, servers, and networking
Bachelor's (undergraduate) degree or Master's (graduate) degree in technical/scientific discipline or equivalent on the job experience
Knowledge management skills: creation and re-use of intellectual capital
Excellent communication and leadership skills
Excellent project management and organizational skills
Team player: ability and willingness to motivate and support other engineers
Flexible to work in the nights or any flexible hours as per business requirement
ITIL & PMI knowledge is an asset
Good understanding of service management principles
Excellent understanding of Incident Management and Problem Management

Job Responsibility

Act as the focal point for Escalations/Outages liaising between the customer and internal stake holders
Act as the customer advocate and liaison to drive customer satisfaction
Create a plan of action for each issue by aligning technical resources
Proactively engage with internal stake holders to help HPE meet SLA's, organizational goals and metrics
Understand the technical problem and its impact on the customer's business
Communicate and effectively manage the customer's expectations at all levels
Spearhead internal/external conference calls to lead Escalations/Outages
Create strong synergies within internal teams
Ensure highest levels of customer satisfaction by proactively delivering information
Maintain strong commitment to building relationships with customers

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
Career development programs
Unconditional inclusion environment
Flexible work arrangements

Fulltime

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...

Location

United States , Denver; Nashville

Salary:

132000.00 - 182000.00 USD / Year

Checkr

Expiration Date

Until further notice

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

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

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

Account Support Manager

Account Support Manager role at Hewlett Packard Enterprise, providing expertise ...

Location

India , Bangalore

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred or Associate degree holder (technical field) with 3-5 years working experience in related fields desired
Basic knowledge of company products and services offerings
Communicate effectively to technical level and first-level management within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative based on clearly defined procedures
Conceptual understanding of IT environments

Job Responsibility

Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity
Integrate technical knowledge and business understanding to create solutions for customers
Resolve routine in-scope technical incidents independently
Work with team members to resolve more complex incidents
Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
Participate in Customer Expectation management as part of escalation process
Build relationship with management in assigned accounts
Sets expectations with customers based on defined parameters

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Account Support Manager

Account Support Manager role focused on managing the onsite delivery of software...

Location

Costa Rica , Heredia

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

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

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

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing

Fulltime

Account Support Manager

Account Support Manager role at Hewlett Packard Enterprise focused on managing o...

Location

India , Bangalore

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree preferred
Associate degree in a technical field acceptable with 6-8 years of relevant experience
6-8 years in related technical fields with proven ability to manage critical technology areas and customer accounts
In-depth expertise in networked computing environments, operating systems, and applications
Thorough understanding of company products/services, competition, third-party offerings, and market trends
Mastery-level business, technical, or functional knowledge plus operational/administrative awareness
Ability to anticipate customer needs, propose solutions, and build consensus
Strong knowledge of change management processes/tools in complex environments
Advanced project management, communication, analysis, and presentation skills
Expertise in area of focus with awareness of future technology directions

Job Responsibility

Operate and manage several critical or high-risk technology areas or customer groups using deep technical expertise
Integrate technical knowledge with business understanding to design and deliver customer solutions
Act as a consultant in service delivery, technology, industry, or specific applications
Resolve complex technical and business incidents independently
mentor less-experienced team members on complex issues
Provide strategic account support by proactively maintaining technical and operational expertise aligned with industry trends
Review support plans against business indicators and align them with company service solutions
Develop and grow relationships with complex and strategic customer accounts
Act as a trusted advisor to customers and internal sales teams
Lead Mission Critical delivery teams in planning, delivering, and managing complex support solutions

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
Career development programs

Fulltime

Technical Support Manager

Metronome is hiring a Technical Support Manager to lead and evolve our support f...

Location

United States , New York City; San Francisco Bay Area

Salary:

171000.00 - 214000.00 USD / Year

Metronome

Expiration Date

Until further notice

Requirements

5+ years in technical support or support engineering roles
2+ years of people management
Proven experience working closely with Product and Engineering teams to drive product and process improvements
Strong technical foundation — comfortable debugging APIs, reading logs, and diagnosing complex SaaS issues
Demonstrated success defining and managing SLAs, escalation paths, and metrics-driven operations
Excellent communication skills with both technical and non-technical audiences

Job Responsibility

Lead and mentor a growing technical support team, setting clear expectations, SLAs, and career paths
Partner closely with Engineering, Product and GTM to define internal SLAs, streamline escalation processes, and drive root-cause analysis
Develop and execute a global support strategy that balances quality, coverage, and efficiency
Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback loops
Step in as a hands-on technical escalation point when needed — reproducing issues, analyzing logs, and communicating findings clearly to both engineers and customers

What we offer

Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
Paid parental leave
FSA (Flexible spending account)
Retirement planning - Traditional and ROTH 401(k)
Flexible time off
Employee assistance program (mental health benefits)
Culture where personal growth is highly valued
Market-benched equity
Sales incentive pay (for eligible roles)

Fulltime

Apps Support Group Manager

The Apps Support Group Manager is accountable for management of complex/critical...

Location

Singapore , Singapore

Salary:

Not provided

Citi

Expiration Date

Until further notice

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

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

Support Escalation Manager

Microsoft Corporation

Location:
India , Bangalore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 17, 2026

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