Support Escalations Manager (SEM)

About the role

Join the Advocacy and Customer Trust team as a Support Escalations Manager (SEM). You will act as a trusted advocate for customers, helping resolve complex technical issues and ensuring a seamless experience with Microsoft products.

Key responsibilities

• Collaborate with engineering teams to diagnose and resolve escalated technical problems.
• Coordinate calls and communications with customers to provide status updates and solutions.
• Document and report bugs, and work with product teams to drive fixes.
• Educate sales and partner teams on support processes and escalation pathways.
• Maintain accurate records in ticketing systems and ensure timely follow‑up.

Required profile

• Minimum 3 years of customer‑facing experience in industry services or a corporate environment.
• Strong verbal and written communication skills with the ability to simplify complex technical concepts for non‑technical audiences.
• Fluent English.

Required skills

• Hands‑on experience with Microsoft 365, Azure, Windows, and other cloud services.
• Proficiency in managing ticketing systems and support workflows.

What we offer

• Hybrid work model with one onsite day per week for training.
• Opportunity to work with diverse, global teams and cutting‑edge technologies.
• Culture focused on customer obsession, growth mindset, and inclusion.