Senior Support Escalation Manager Costa Rica San José San José

Job description

Account Escalation Partner Owns the reactive support experience for a defined set of strategic or mission critical accounts, often funded directly by the customer. Acts as the primary escalation and crisis contact for those accounts, orchestrating internal and external stakeholders (Customer Success Account Managers [CSAMs], engineering, incident managers, legal/PR, executives) to resolve high impact issues while representing the customer's business impact. Proactively assesses account risk, maintains and tests incident response plans (e.g., Major Incident Response Plans [MIRPs]), and run drills or “Get to Green” plans to prevent recurrence and improve overall account health. Maintains a deep, ongoing relationship with designated customers' executive and technical leaders, enabling them to anticipate escalations, influence architecture and operations, and shift conversations from reactive to strategic. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Works with partners to ensure operational rhythm during incidents, including checkpoints, ownership, and escalation updates. Collaborates with engineering teams and/or operations teams to identify the right resource. Builds and enhances technical contacts, SME's and leaders who can assist in identifying proper resources to assist with issues that cross-Strategic Business Unit (SBU) responsibility. Manages customer and field expectations around issue response and represents the company independently, prioritizing security as a key component of customer satisfaction. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Provides definitive updates to teams involved as required (e.g., account, Customer Success Account Manager [CSAM], Technology Managers, Leadership, and Executive Leadership). Establishes long-term partnerships with other Strategic Business Units (SBU)s, and builds bridges to keep consistent, uniform engagement from account teams to SBU(s). Manages incidents and escalations as discrete transactions, focusing on rapid stabilization and resolution rather than ongoing account ownership, with engagement spanning varying levels of technical depth. Works directly with the customer or through support teams to ensure customers are informed, expectations are set, and escalation pressure is effectively managed throughout the incident lifecycle. Implements AI tools to monitor, evaluate, and automate routine tasks, proposing enhancements to boost efficiency and satisfaction. Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process. Coordinates and communicates the escalation narrative, ensuring stakeholder alignment and driving Confidence Calls to either retain customers, solidify renewals, or take direct feedback on the product or support. Manages incidents, which are customer-impacting issues that require coordination, communication, and stakeholder/resource management to drive timely resolution. Supports the lifecycle of incidents, which is the coordination, communication, and stakeholder/resource management. Ensures accountability for escalation outcomes. Ensures remediation includes thorough root cause analysis and any corrective follow-ups required. Supports and contributes to the diagnosis of root causes, orchestration of cross-functional technical resources, and restoration of service stability and customer confidence. Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR equivalent experience. Buisness level Fluentcy in English. Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience OR equivalent experience. Experience supporting or leading incident management activities in a cloud, infrastructure, or enterprise technology environment. Demonstrated ability to communicate and collaborate effectively with C-level executives and senior business stakeholders. Experience managing and coordinating escalations, including driving resolution across cross-functional teams and communicating status to stakeholders.