Support Escalation Management

**Support Escalation Management**:
São Paulo, Brazil
Date posted
**Sep 24, 2025**
- Job number
** **
- Work site
**0 days / week in-office - remote**
- Travel
**0-25**%**
- Role type
**Individual Contributor**
- Profession
**Technical Support**
- Discipline
**Support Escalation Management**
- Employment type
**Full-Time**
**Overview**:
- With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.
- Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.
We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.
Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
This role is flexible in that you can work up to 100% from home.
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.
**Qualifications**:
**Required/minimum qualifications**
- Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
- OR 9+ years technology industry, customer service, or related experience
- OR equivalent experience.
- Reliable incident and escalation management experience.
- Proficient C-level stakeholder management knowledge.
- Business level fluency to read, write and speak English.
**Background Check Requirements**:
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
**Additional or preferred qualifications**
- Master's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 9+ years technology industry, customer service, or related experience
- OR 12+ years technology industry, customer service, or related experience
- OR equivalent experience.
- Project management experience.
- Experience working with Microsoft products and services.
- Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
CES #CSS #ACT
**Responsibilities**:
**Collaboration**
- Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides informal guidance to Support Escalatio

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