Microsoft—Principal Support Escalation Manager (Reactive Support Advocate - MSS)

Job description

Description: Overview Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most? If so, we invite you to apply to join our team as a Regional Support Advocate. As a Regional Support Advocate (RSA), you will be a trusted advisor to our largest and most strategic customers during significant and complex technical challenges. You will represent the CSS SBU in your region, collaborating with field engagement and global delivery teams. Your role will involve coordinating Microsoft's resources to help account teams understand SBU specific customer support issues, set customer expectations, and develop strategic programs for world-class support outcomes. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities The RSA will manage MSS SBU regional quality and escalations, aiming to rebuild customer trust for SBU-specific issues. The role involves partnering with Area & Field Engagement teams to understand field concerns, address issues for strategic customers, and tackle SBU-specific process and technical challenges. The RSA will review regional delivery results to identify and analyze problem areas and critical issues for strategic customers, determine root causes, and implement proactive measures to reduce escalations. They will create and deliver solutions for complex escalations, set protocols, assign roles for cross-regional projects, and update executives on key issues. This role is crucial in identifying SBU opportunities to unblock revenue, drive consumption, and assist with renewals. Success in this role will be measured by restoring customer confidence and trust, improving the SBU support experience, and achieving top-notch reactive support outcomes. This role requires a natural problem solver who can lead strategic initiatives, ensure alignment with global delivery, drive continuous improvement within the regional SBU, communicate effectively with stakeholders, and foster relationships to facilitate issue resolution. Other duties of the RSA include: - Building and maintaining the SBU network: The RSA builds a best-in-class network that will help expedite resolution of problems. - Managing action and communication plans: The RSA uses project management skills to identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders. - Conducting analysis/Post Incident Review: After the critical issue is solved, the RSA examines the processes and factors involved to identify root causes, determine where normal escalation steps went wrong, and spot troublesome patterns of behavior. The RSA then shares these findings with related regional and global teams who can help improve process and enhance operations in the future. If you are a driven, results-oriented individual who is willing to challenge the status quo to achieve customer support outcomes working in constantly changing and ambiguous high-pressure environments. Qualifications - Proven experience in system development, network operations, software support, IT, consulting or technical troubleshooting experience (Cloud, Windows and other technologies, solid domain knowledge) - Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership - Prior product, customer support and/or technical support experience and project management and/or technical/IT consulting experience at a leadership level - Ability to work effectively across groups (business and functions) in a fast-paced work environment, influencing without authority and driving work through others.  - Executive maturity, organizational agility and strong impact and influence competencies, with experience working on global teams. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.