Senior Support Escalation Manager
Microsoft· Support Escalation Management
Charlotte, NC$97.6k - $188.4kfull-timePosted 4d ago
About the role
Senior Support Escalation Manager responsible for managing escalated customer and partner issues, acting as primary escalation and crisis contact, and coordinating cross-team resources to resolve high-impact incidents while maintaining customer trust and aligning with regional and strategic business unit goals.
Responsibilities
- Owns the reactive support experience for a defined set of strategic or mission critical accounts; acts as the primary escalation and crisis contact; orchestrates internal and external stakeholders to resolve high impact issues.
- Proactively assesses account risk, maintains and tests incident response plans (e.g., Major Incident Response Plans MIRPs), runs drills to prevent recurrence and improve account health.
- Mentors other Support Escalation team members; leads moderate to highly complex incidents with minimal guidance; ensures alignment across engineering, support, and leadership.
- Collaborates with engineering/operations to identify the right resources; ensures processes are not blockers to resolution; manages escalation lifecycle end-to-end.
- Communicates with senior leadership; manages expectations, provides definitive updates, and aligns on security and risk considerations.
- Owns incident communications and post-incident insights; coordinates escalation narrative and executive-ready updates.
- Supports regional/vertical initiatives, crisis prevention, and regional Get to Green programs; drives customer trust recovery activities.
Qualifications
- Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR 7+ years technology industry, customer service, or related experience
- OR equivalent experience
Skills
Required:Escalation managementStakeholder managementIncident response planning
Benefits
- Additional benefits and pay information available via Microsoft careers site.
Last updated Oct 23, 2026. Interested? Apply on the company site.
About Microsoft
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