Principal Support Escalation Manager (Technical Support Lead)

Principal Support Escalation Manager (Technical Support Lead) | Microsoft Careers Skip to main content Microsoft Careers Careers Careers Search Search jobs Sign in Single PositionView All JobsPrincipal Support Escalation Manager (Technical Support Lead)Singapore, Singapore, SingaporeApply nowAdd to cartFind out how well you match with this jobUpload your resumeJob descriptionCompany and benefitsJob number200043808Date postedJul 21, 2026Work site3 days / week in-officeTravel25-50%ProfessionTechnical SupportDisciplineSupport Escalation ManagementRole typeIndividual ContributorEmployment typeFull-TimeOverviewWith more than 45,000 employees and partners worldwide, the Microsoft Customer and Partner Solutions-Core (MCAPS-Core).  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. MCAPS-Core is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join MCAPS-Core and help us accelerate AI transformation for our customers and the world.The Asia Technical Services organization will land Customer Support priorities including being the local incident commander for large-scale events and high-impact outages, drive in region quality requirements, deliver incident management, and assess regional support needs. In addition, they will deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS.Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most? If so, we invite you to apply to join our team as a Technical Support Lead.  As a Technical Support Lead you will be a trusted advisor, to our largest and most strategic customers at times where they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft’s people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world class customer support outcomes.  This role may require travel to customer site to meet with Senior executives and manage a crisis situation being onsite.  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.ResponsibilitiesThis 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...