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Senior Support Escalation Manager

Microsoft· Support Escalation Management
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SingaporeFull-timePosted 2mo ago

About the role

Senior role in CE&S Asia Technical Services, serving as primary contact for escalated customer and partner issues, aligning with customers as Chief Operating Officers to manage reactive support, incident management, and operational health across large enterprises.

Responsibilities

  • Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues.
  • Leads strategic projects. Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues.
  • Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience.
  • Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues.
  • Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience.
  • Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.

Qualifications

  • Master’s Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
  • OR Bachelor’s Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
  • OR 9+ years technology industry, customer service, or related experience
  • OR equivalent experience
  • Willingness to participate in a rotational on-call support schedule, including weekend coverage as required by operational needs
  • Must be eligible to obtain and maintain a minimum Category 2A security clearance. Eligibility for Category 1 security clearance is highly preferred
  • Ability to meet Microsoft, customer and/or government security screening requirements (Microsoft Cloud Background Check on hire/transfer and every two years)

Skills

Required:Escalation management
Nice to have:Project management

Benefits

  • Not specified in the description
Last updated Aug 6, 2026. Interested? Apply on the company site.

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