Senior Support Escalation Manager

Job Summary

To enhance customer success, the full-time Senior Support Escalation Manager will manage escalated customer and partner issues, collaborate with engineering teams, and drive process improvements remotely.

Key responsibilities

• Collaborates with engineering and operations teams to resolve escalated customer issues and mentors team members on complex cases
• Maintains relationships with internal teams and partners, proactively communicating with senior leadership regarding complex issues and their resolutions
• Identifies systematic issues and participates in projects to improve internal processes and customer support experiences

Required qualifications

• Master's Degree in technology, business, or related field AND 3+ years of relevant experience, OR Bachelor's Degree AND 4+ years of experience, OR 7+ years of relevant experience
• Ability to meet Microsoft security screening requirements, including citizenship verification for government agency customers
• Experience working with Microsoft products and services
• Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals) preferred
• Prior incident and escalation management experience