Job Details
Posted date: Nov 26, 2025
Category: Support Escalation Management
Location: Multiple Locations, Multiple Locations
Estimated salary: $217,250
Range: $130,900 - $303,600
Employment type: Full-Time
Work location type: 0 days / week in-office – remote
Role: Individual Contributor
Description
OverviewWith 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 Principal Support Escalation Manager, you will provide a managed incident management experience for top-tier customers, partners, and/or internal group support. 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
• Being responsible for Customer Resolution, you will create and drive the communication plan to internal and external stakeholder contacts for both active cases and post-mortem activities for highly complex/sensitive/difficult and visible escalation issues.
• You will ensure existing processes are not a blocker to customer issue resolution.
• You will develop globally consistent innovative solutions and protocols to escalation scenarios through leadership of strategic projects.
• You will be responsible for collaboration by establishing and leveraging relationships with executive leaders of teams participating in escalation scenarios to minimize case resolution time and deliver a world-class customer experience.
• You will develop and document best practices for Support Escalation team members on achieving best-in-class reactive support outcomes and assure adherence to case resolution standards.
• You will be responsible for communication by managing customer and field/stakeholder expectations around issue response and resolution and build strategic relationships with internal/external teams and partners; helping facilitate faster issue resolution.
• You will be responsible for process improvement by creating the strategy for process improvements and ensure systematic patterns of issues are addressed at root-cause, cross-region and cross-team levels to drive desired customer outcomes as well as gain buy-in from appropriate leadership and lead communication with stakeholders on progress.
• Embody and promote Microsoft’s culture and values.
Qualifications
Required 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.Other : 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.Additional or Preferred QualificationsMaster'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).
Support Escalation Management IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 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 $165,600 - $303,600 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.
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