Support Escalation Manager

Job Summary

To enhance customer experiences, the full-time Support Escalation Manager will independently manage escalated issues for account-aligned customers, collaborating with internal teams and external partners to ensure effective resolution while fostering relationships and driving process improvements.

Key responsibilities

• Collaborate with engineering and operations teams to identify resources and resolve customer issues effectively
• Manage customer expectations and communicate status updates to stakeholders regarding issue responses and resolutions
• Identify systematic issues and participate in projects aimed at improving 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 equivalent experience
• Experience working with Microsoft products and services
• Cloud Technology Certification (Azure Fundamentals or M365 Fundamentals)
• Proven experience in incident management and escalation management
• Ability to meet security screening requirements, including verification of citizenship