Support Engineer • Senior

Who you are

You have a strong background in customer service and support, with experience managing escalated issues and ensuring customer satisfaction. Your problem-solving skills are top-notch, allowing you to navigate complex situations effectively and efficiently. You excel in collaboration and orchestration, working closely with various teams to deliver seamless support experiences. Your relationship management skills enable you to build trust and confidence with customers and partners alike.

You are passionate about delivering customer success and have a deep understanding of how to leverage technology to enhance customer experiences. You thrive in environments that require cross-company alignment and execution, ensuring that customer expectations are consistently exceeded. Your ability to communicate effectively with both technical and non-technical stakeholders sets you apart in your role.

What you'll do

As a Senior Support Escalation Manager, you will be the primary contact for managing escalated customer and partner issues. You will work closely with the Customer Service & Support organization to ensure that all customer interactions are handled with care and professionalism. Your role will involve collaborating with various teams across Microsoft to drive alignment and execution in addressing customer needs.

You will leverage Microsoft’s AI technology to help customers resolve their issues quickly and securely, preventing future problems from occurring. Your focus will be on enhancing the overall customer experience and ensuring that customers achieve maximum value from their Microsoft investments. You will also play a key role in identifying opportunities for improvement within the support processes and implementing solutions that drive efficiency and effectiveness.

What we offer

At Microsoft, you will be part of a diverse and inclusive culture that values collaboration and innovation. You will have access to a wide range of resources and support to help you grow in your career. The company is committed to empowering employees to achieve their full potential and make a positive impact on customers and the world. You will work in an environment that encourages continuous learning and development, allowing you to hone your skills and advance your career.