Support Escalations Manager (Hybrid)

About the role

We are looking for a Support Escalations Manager to act as a customer advocate within the Advocacy and Customer Trust organization. You will collaborate with engineers, sales teams and customers to resolve complex technical issues and ensure a seamless experience.

Key responsibilities

• Coordinate with engineering teams to diagnose and resolve escalated technical problems.
• Arrange and lead calls with customers to gather details, provide updates and manage expectations.
• Report bugs, document findings and feed insights back to product and support teams.
• Educate sales and other internal stakeholders on support processes and product nuances.
• Maintain accurate records in ticketing systems and ensure timely follow‑up.

Required profile

• Minimum 3 years of experience in customer engagement within industry services or a corporate environment.
• Strong communication skills with the ability to translate technical concepts for non‑technical audiences.
• Fluent English, both written and spoken.

Required skills

• Microsoft 365
• Azure cloud services
• Windows operating system
• Ticketing system management

What we offer

• Hybrid work model with one day per week onsite for training.
• Opportunity to work in a diverse, inclusive and globally distributed team.
• Exposure to cutting‑edge Microsoft technologies and complex customer challenges.