Principal Support Escalation Manager (Technical Support Lead)

Job description

**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 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. MCAPS-Core is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s 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 building customer trust 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 you thrive 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 a Technical Support Lead. As a Technical Support Lead you will be a trusted advisor, to our largest and most strategic customers at times where they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft’s 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 manage a crisis situation being onsite. 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** 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, the ideal candidate has solid 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 role manages highly complex levels of escalated problems, involving a broad range of technical issues. The TSL will ensure we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping drive desired customer outcomes and providing prescriptive advice to customers to get to a well architected solution. The Technical Support Leader (TSL) will oversee crisis situations, determine systemic issues and report to executives. The TSL also has the authority to use necessary Microsoft resources to solve critical situations. This person leads by example and sets the tone by creating an appropriate sense of urgency and following through on promises. The TSL will assess and understand business impact, create an action plan and assign specific owners to ensure clear accountability and deadlines. Other duties of the TSL include: Building the vTeam: The TSL builds a best in class team that will help expedite resolution of the situation. Managing action and communication plans: The TSL will identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders. Conducting analysis/Post Incident Review: After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes and then shares these findings with related internal teams who can help improve process and enhance 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)