The Support Escalation Manager acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution. Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.<br><br>The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or Intelligence community.<br><br>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. <br><br>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.<br><br><strong>Responsibilities<br><br></strong><strong>Reactive Support<br><br></strong><ul><li> Manage reactive support for Federal customers under Microsoft Support Unified Agreements, driving efficient case progress and rapid resolution.</li><li> Conduct regular reviews of internal reactive cases to assess status and health.</li><li> Assist with high-risk escalations by gathering and analyzing information to support the customer.<br><br></li></ul><strong>Communication and leadership<br><br></strong><ul><li> Build strong relationships to resolve cases efficiently.</li><li> Coordinates with Account teams and manages customer support.</li><li> Communicates clearly and promptly.</li><li> Collaborates to influence decisions.</li><li> Flags systemic issues and process gaps.</li><li> Recommend process and tool improvements.</li><li> Sets clear support expectations and champion Microsoft Support offerings.<br><br></li></ul><strong>Proactive Optimization<br><br></strong><ul><li> Provide trend analysis and proactive recommendations.</li><li> Accelerate case resolution.</li><li> Detect potential issues to enhance customer environments and promote resiliency.</li><li> Support by offering proactive guidance.<br><br></li></ul><strong>Skills Needed For This Role Include<br><br></strong><ul><li> Strong customer support skills</li><li> Able to work independently and own Customer relationships.</li><li> Values teamwork and collaboration, builds effective relationships, and respects diverse perspectives.</li><li> Able to adapt communication style to audience, and seeks collaborative efforts</li><li> Handles ambiguity confidently and acts with intention to achieve results.</li><li> Understands the impact of their behavior and communication on others.</li><li> Eager to develop new abilities and develop skills and knowledge.<br><br></li></ul><strong>Qualifications<br><br></strong><strong>Required Qualifications<br><br></strong><ul><li>Master's Degree in technology, business, OR related field AND 1+ year(s) technology industry, customer service, OR related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, OR related experience OR 5+ years technology industry, customer service, OR related experience OR equivalent experience.<br><br></li></ul><strong>Other Requirements<br><br></strong>Security Clearance Requirements: Candidates must be able 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:<br><br><ul><li>The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.</li><li>Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment. </li><li>Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. </li><li>US Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.<br><br></li></ul>Support Escalation Management IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 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 $100,800 - $168,000 per year.<br><br>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<br><br>Microsoft will accept applications for the role until November 4, 2025.<br><br>Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
