Support Escalation Management

What you'll do

• Owns escalation and incident lifecycles for strategic or critical accounts, coordinating stakeholders and driving resolution, recovery, and follow-up.
• Communicates incident status and risks to customers, partners, and executives; leads crisis response and sets expectations.
• Identifies recurring issues and process breakdowns, drives improvements, and uses AI tools to monitor, automate, and analyze customer feedback.

What they ask for

• Master's degree in technology, business, or a related field and 3+ years of relevant experience; or bachelor's degree in those fields and 4+ years; or 7+ years of relevant experience; or equivalent experience.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Nice to have

• Experience with Microsoft products and services; CSS/CSAM escalation processes; cloud technology certification (Azure Fundamentals or M365 Fundamentals); prior incident and escalation management; or C-level stakeholder management.
• This role may require on-call support for some weekends.

Pay

USD $97,600 - $188,400 per year (base salary); USD $125,000 - $206,400 per year (base salary) for specific work locations in the San Francisco Bay area and New York City metropolitan area.

Tools

Microsoft products and services, Azure Fundamentals, M365 Fundamentals

AI focus

Implements AI tools to monitor, evaluate, and automate routine tasks; uses AI-driven communication and sentiment analysis tools to streamline stakeholder interactions, identify customer pain points and escalation risks, and inform improvements.