Principal Support Escalation Manager (Technical Support Lead)

Job description

This Technical Support Lead role will focus broadly across technologies with deep knowledge in Cloud - Azure, Identity, M365, CoPilot, Security and Management (specialization in 1-2 of these workloads is preferred). In addition to technical depth, the ideal candidate has solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision makers in a rapidly changing environment.

This role manages highly complex levels of escalated problems, involving a broad range of technical issues. The TSL will ensure we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping drive desired customer outcomes and providing prescriptive advice to customers to get to a well architected solution. The Technical Support Leader (TSL) will oversee crisis situations, determine systemic issues and report to executives.

This person leads by example and sets the tone by creating an appropriate sense of urgency and following through on promises. The TSL will assess and understand business impact, create an action plan and assign specific owners to ensure clear accountability and deadlines.

Building the vTeam

The TSL builds a best in class team that will help expedite resolution of the situation.

Managing action and communication plans

The TSL will identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders.

Conducting analysis/Post Incident Review

After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes and then shares these findings with related internal teams who can help improve process and enhance operations in the future. Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best in class reactive support outcomes. This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience.

If you are a driven, results-oriented individual who is not afraid to challenge the status quo to achieve customer support outcomes working in constantly changing and ambiguous high-pressure environments then this role is for you. Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience o OR 11+ years technology industry, customer service, or related experience This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *