Support Escalation Manager (Incident Manager)

Role overview

This role sits within Microsoft’s Customer Experience and Success organization, which focuses on helping customers realize business value through strong experiences built around Microsoft products and services. The Customer Service & Support team works to deliver a reliable, secure, and efficient support journey for consumers, businesses, partners, and other customers, with AI-enabled support at its core.

The Support Escalation Manager acts as the main point of contact for account-related customer issues, working independently to understand problems and improve the customer experience. The position involves building productive relationships with internal and external partners, coordinating with engineering and operations teams, managing expectations around response and resolution, and helping resolve recurring issues by identifying process gaps and systemic breakdowns.

Microsoft’s culture is grounded in a growth mindset and a commitment to respect, integrity, and accountability, with an emphasis on inclusion and collaboration.

Key responsibilities

The role covers incident ownership, stakeholder communication, process improvement, and vendor coordination. It requires the ability to handle escalations, guide others, and contribute to strategic initiatives that improve support outcomes.

Qualification details

Applicants should meet one of the stated education-and-experience combinations: a master’s degree in technology, business, or a related field plus 3+ years of relevant experience; a bachelor’s degree in technology, business, or a related field plus 4+ years of relevant experience; or 7+ years of relevant experience, or an equivalent background.

Strong business-level fluency in both English and Portuguese is required.

Other requirements

This position requires meeting Microsoft, customer, and/or government security screening standards. A Microsoft Cloud Background Check is required on hire or transfer and then every two years after that.

Preferred background

Additional qualifications that are considered an advantage include a master’s degree with 6+ years of relevant experience, a bachelor’s degree with 5+ years of relevant experience, or 8+ years of relevant experience. Experience with Microsoft products and services is preferred, along with cloud certifications such as Azure Fundamentals or Microsoft 365 Fundamentals.

Application window

The role is open for at least 5 days and applications are reviewed on an ongoing basis until it is filled.

Equal opportunity statement

Microsoft provides equal employment opportunity. All qualified candidates are considered without discrimination based on legally protected characteristics, and accommodation support is available for religious needs or disability-related needs during the application process.