Principal Support Escalation Manager (Technical Support Lead)Microsoft

Overview

With more than 45,000 employees and partners worldwide, the Microsoft Customer and Partner Solutions-Core (MCAPS-Core). organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsofts 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. MCAPS-Core is responsible for all up services across the company, including consulting, customer success, and support across Microsofts portfolio of solutions and products. Join MCAPS-Core and help us accelerate AI transformation for our customers and the world.

The Asia Technical Services organization will land Customer Support priorities including being the local incident commander for large-scale events and high-impact outages, drive in region quality requirements, deliver incident management, and assess regional support needs. In addition, they will deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS.

Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about buildingcustomertrust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud?Do youthrive on engaging with executives and exceeding customer expectations in moments that matter most?If so, we invite you to apply to join our team as aTechnicalSupport Lead.

As aTechnicalSupport Lead youwill bea trusted advisor,toour largest and most strategic customersat times where they are experiencingsignificant and complex technical challenges.You will beanorchestrator,bringing the best of Microsofts people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world class customer support outcomes.

This role may require travel to customer site to meet with Senior executives and managea crisis situationbeing onsite.

Microsofts 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

This Technical Support Lead role will focus broadly across technologies with deep knowledge in Cloud Azure, Identity, M365, CoPilot, Security and Management(specialization in 1-2 of these workloads is preferred).

In addition to technical depth, theideal candidatehassolid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision makers in a rapidly changing environment.

This rolemanageshighly complexlevels of escalated problems, involvingabroadrange of technicalissues.The TSLwill ensure we understand customer needsandchallenges incrisis, withtheobjectiveof resolvingthe crisis, helpingdrivedesiredcustomeroutcomesandprovidingprescriptiveadvicetocustomers to get to a well architected solution.

TheTechnicalSupportLeader (TSL)willoverseecrisissituations,determinesystemic issues and report to executives. The TSL also has theauthorityto use necessary Microsoft resources to solve critical situations.

This person leads by example and sets the tone by creatingan appropriate senseof urgency and following through on promises.TheTSLwillassessand understand business impact, createan actionplanand assign specific owners to ensure clear accountability and deadlines.

Other duties of the TSL include:

Building thevTeam:The TSLbuildsabest in classteam that willhelpexpediteresolution of the situation.

Managing action and communication plans:The TSLwillidentifykey outcomes, set up a schedule of activities, track progress, handle risk, andeffectivelycommunicate toall internal and externalstakeholders.

Conducting analysis/Post Incident Review:After the critical issue is solved, the TSL examines the processes and factors involved toidentifyroot causesandthen shares these findings with related internal teams who can helpimprove process andenhance operations in the future.

Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best in class reactive support outcomes.

This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience.

If you are a driven, results-oriented individual who is not afraid to challenge the status quo to achieve customer support outcomes working in constantly changing and ambiguous high-pressure environments then this role is for you.

Qualifications

Required Qualifications:

Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience

o OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience

o OR 11+ years technology industry, customer service, or related experience

o OR equivalent experience

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. (https://careers.microsoft.com/v2/global/en/accessibility.html)