Support Escalation Manager (Area Support Lead)

Support Escalation Manager (Area Support Lead)

United States, Multiple Locations, Multiple Locations

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Job description

Company and benefits

Job number

200058073

Date posted

Sep 30, 2026

Work site

0 days / week in-office – remote

Travel

Less than 25%

Profession

Technical Support

Discipline

Support Escalation Management

Role type

Individual Contributor

Employment type

Full-Time

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive-advantage, driving growth that outpaces the market.

Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Area Support Lead Reactive Support Excellence With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated customer experience.

Advocacy & Customer Trust (ACT) delivers connected support experiences for our Unified customers to gain, maintain and sometime rebuild their trust. The Area Engagement Team leads education of our field teams, addresses reactive support challenges for Areas and individual customers and partners closely with our Custopmer Seccess teams and , underpinned by a robust governance process to improve customer experience across each area.

The Area Support Lead Reactive Support Excellence (ASL RSE) role in CCSE acts as a point of contact for CSS across the Areas, working closely with the CSS Leadership team (LT) sponsors and other key stakeholders responsible for the following activities:

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 Area Support Lead Reactive Support Excellence (ASL RSE) drives a security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across CSS, CSU and engineering to protect and grow revenue. This role owns execution of key programs, including Renewal Assist, translates support strategy into Area/OU operating plans, and improves customer health and resiliency for Major customers.

Key responsibilities

• Champion security-