Support Escalation Management
Microsoft
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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, honing your problem-solving, collaboration and orchestration skills, and deepening 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
Qualifications
Required/minimum qualifications
- 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.
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.
This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local [or applicable country] government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
- 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.
- Experience working with Microsoft products and services.
- Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
- This role will manage high‑impact escalations related to Microsoft Licensing and Billing, including azure scenarios, sensitive and complex U.S. Gov scenarios. Demonstrated experience in Licensing and Billing escalation management, especially in U.S. Gov or highly regulated contexts, is strongly preferred.
- Demonstrated ability to manage high‑volume, high‑severity escalations while maintaining focus on customer outcomes, urgency, and quality.
- Proven experience owning high‑impact and executive‑level escalations, including direct engagement with senior leaders and stakeholders. Strong judgment and prioritization skills to balance competing priorities across multiple critical escalations simultaneously.
- Proven ability to orchestrate cross‑functional resolution efforts across Support, Engineering, Product, Operations, Legal, and Field teams.
- Executive communication skills, including the ability to deliver clear, concise, and outcome‑focused updates under pressure.
- Experience acting as a single point of accountability for complex escalations involving multiple stakeholders and dependencies.
- Experience mentoring or coaching peers on escalation strategy, risk management, and stakeholder engagement.
Support Escalation Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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.