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Principal Support Escalation Manager (Technical Support Lead)

Microsoft· Support Escalation Management
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Singaporefull-timePosted 3mo ago

About the role

Technical Support Lead role focusing on crisis management, complex escalations, and strategic collaboration with account teams and CSAMs to deliver world-class customer support outcomes for large, strategic customers. Represents the on-site, in-region incident commander for high-impact outages, building and leading cross-functional vTeams, and guiding customers from reactive to proactive support.

Responsibilities

  • Manage highly complex escalated problems across Cloud – Azure, Identity, M365, CoPilot, Security and Management (specialization in 1-2 workloads preferred).
  • Oversee crisis situations, determine systemic issues, and report to executives.
  • Use necessary Microsoft resources to solve critical situations and restore customer confidence.
  • Create action plans with assigned owners, ensuring accountability and deadlines.
  • Build a best-in-class vTeam to expedite resolution of incidents.
  • Manage action and communication plans, track progress, assess risk, and communicate with stakeholders.
  • Conduct post-incident analysis to identify root causes and drive process improvements.
  • Influence senior decision makers with strategic proposals in a rapidly changing environment.
  • Monitor success metrics related to restoration of trust, support experience, and reactive-to-proactive transition.

Qualifications

  • Master's Degree in technology, business, or related field and 6+ years of tech industry/customer service experience
  • OR Bachelor's Degree in technology, business, or related field and 8+ years of tech industry/customer service experience
  • OR 11+ years technology industry/customer service experience
  • OR equivalent experience

Skills

Required:Crisis managementStakeholder managementTechnical breadth across Cloud workloadsProgram leadership
Last updated Jul 23, 2026. Interested? Apply on the company site.

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