EXO Ranger (Lead - L2)

Accountabilities

• Manage and positively influence the volume and quality of Microsoft 365 L2 escalations.

• Serve as the next-level triage point, proactively helping delivery teams unblock and resolve cases before escalation to higher-level technical specialists.

• Ensure escalations meet established quality standards, including appropriate templates, technical scoping, diagnostics, documentation, and handover requirements.

• Review escalations that fall below expected standards and provide actionable feedback and remediation guidance.

• Manage predefined end-to-end escalation scenarios using appropriate tools, diagnostics, and technical collaboration.

• Handle high-priority and executive-level escalations while maintaining a strong customer-service focus.

• Provide technical coaching and mentoring to L1 and L2 team members and help strengthen technical capabilities across the delivery organization.

• Create and maintain technical knowledge resources, including troubleshooting guides, training materials, advocate guides, and technical support documentation.

• Analyze escalation volumes, recurring issues, workload trends, and customer-impacting incidents to identify opportunities for technical investment and process improvement.

• Partner with technical stakeholders to test and validate self-service and diagnostic tools that improve user experience and escalation deflection.

• Stay current with Microsoft 365 workload features, product roadmaps, industry developments, and emerging technical support practices.

• Provide feedback on new diagnostic tools and feature releases and help incorporate useful capabilities into support workflows.

• Promote the effective use of Copilot and other AI-powered support tools for analysis, troubleshooting, and escalation deflection.

• Drive improvements to support processes, workflows, and escalation readiness initiatives.

Requirements

• At least 3 years of experience in product support, customer support, technical support, or a closely related technical role.

• Demonstrated technical expertise across Microsoft 365 technologies; MS-900 certification is preferred.

• Strong knowledge of Exchange Online architecture, mailbox management, retention policies, compliance capabilities, and messaging administration.

• Experience with Exchange migrations, upgrades, optimization, and mailbox migrations between on-premises and cloud environments.

• Practical knowledge of mail flow, disaster recovery, managed availability, messaging policies, compliance, reporting, and logging.

• Understanding of identity technologies such as ADFS, DirSync/AADSync, and Single Sign-On.

• Knowledge of message retention and data compliance requirements.

• Solid understanding of networking concepts and protocols, including HTTP, TLS, TCP/IP, and DNS, as well as relevant web server and browser technologies.

• Hands-on troubleshooting experience with tools such as Fiddler, HTTP Watch, Netmon, or browser developer tools.

• Demonstrated senior-level knowledge across relevant Microsoft Teams and Microsoft 365 technical disciplines.

• Strong analytical and trend-analysis skills, with the ability to identify root causes and anticipate recurring problems.

• Ability to handle high-priority technical escalations with professionalism, urgency, and strong customer advocacy.

• Strong communication skills and the ability to explain complex technical issues clearly to technical and non-technical stakeholders.

• Ability to mentor engineers, share knowledge, and elevate the capabilities of L1 and L2 support teams.

• Comfortable working independently while collaborating effectively with distributed technical teams and vendor specialists.

• Strong interest in AI-driven support, Copilot, automation, and continuous operational improvement.

• Fluent English, both written and spoken.

Benefits

• Fully remote work arrangement, including the opportunity to work from Brazil.

• Full-time employment.

• Base salary range of $54,036–$85,320 USD, depending on qualifications, experience, certifications, and other documented job-related factors.

• Comprehensive benefits for eligible regular full-time employees, subject to applicable location and eligibility requirements.

• Medical, dental, and vision coverage options.

• Flexible Spending Accounts for health and dependent care.

• Commuter benefits where applicable.

• 401(k) plan.

• Basic and supplemental life insurance.

• Short-term and long-term disability coverage.

• Critical illness, hospital, and voluntary accident insurance.

• Paid time off and paid holidays.

• Wellness days and a corporate wellness program.

• Employee Assistance Program.

• Continuing education and professional development opportunities through platforms such as Udemy and Coursera.

• Tuition reimbursement, subject to eligibility and applicable limits.

• Statutory leaves and other legally required paid-time and ancillary benefits.

• Opportunities to mentor technical teams and contribute to continuous improvement across a global IT environment.