Support Escalation Management Job at Microsoft | Work from Home | 2025 Hiring
Join Microsoft as a Senior Support Escalation Manager and play a critical role in resolving complex customer issues while fostering trusted relationships. This full-time, remote position involves working with global enterprise clients, driving issue resolution, and improving customer support operations. Ideal for professionals with 7+ years of experience in the tech or customer service industry. You’ll collaborate with engineering and operations teams, manage escalations, and lead strategic initiatives. Microsoft offers career growth, a diverse work environment, and strong employee benefits. Weekend on-call duties apply (typically one weekend in six).
Support Escalation Management (Work from Home)
About Company
Microsoft is one of the world’s largest technology companies, operating in over 190 countries with more than 228,000 employees globally. The company’s mission is to empower every person and every organization on the planet to achieve more. Microsoft emphasizes innovation, inclusion, sustainability, and career growth through a strong culture of learning and diversity.
Job Details
| Job Title | Support Escalation Management |
|---|---|
| Company | Microsoft |
| Type | Full-time |
| Work Mode | Remote (Work from Home) |
| Location | Bengaluru, Karnataka, India |
| Language Requirement | English |
| Experience | 7+ years (preferred 8+ years) |
About the Role
As a Senior Support Escalation Manager at Microsoft, you’ll act as a key contact for managing escalated issues and maintaining strategic relationships with enterprise customers. This role involves issue resolution, process improvement, and mentoring within the support ecosystem of Microsoft’s Customer Service & Support (CSS) and Customer Experience & Success (CE&S) organizations.
Key Responsibilities
- Manage escalated issues and maintain customer relationships
- Provide timely updates to customers and internal stakeholders
- Mentor team members and lead strategic projects
- Collaborate with engineering teams and manage resources
- Drive process improvements and summarize issues for executive visibility
- Manage vendor relationships for issue resolution
Qualifications
- 7+ years of relevant industry experience or equivalent education
- Experience with Microsoft products and services
- Cloud certifications (e.g., Azure Fundamentals, M365 Fundamentals) are a plus
Eligibility
- Ability to work weekends on-call (1 in every 6 weeks)
- Strong communication and collaboration skills
- Ability to manage executive-level communications and issue resolution
Salary
Competitive salary based on experience and qualifications.
Benefits
- Work from home flexibility
- Learning and development programs
- Comprehensive health and wellbeing support
What They Offer
- Career growth in a global tech leader
- Inclusive and diverse work culture
- Access to cutting-edge technologies and tools
How to Apply
To apply for this role, click on the "Apply Now" button on the job portal where this job is posted.
Complete the application form and upload your resume.
Submit your application and await further communication from the Microsoft hiring team.
Tip: Tailor your resume to highlight your experience in support escalation and cloud services. Ensure your contact details are correct, and check your email regularly for updates.
Disclaimer
The recruitment information provided above is for informational purposes only and has been sourced from the official website of the organization. We do not guarantee recruitment, as the selection process is conducted solely by the respective company following its official procedures. Additionally, we do not charge any fees for sharing job-related information.
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