Role: SMB Ranger

A Ranger serves as the highest technical escalation point at our Delivery Partners. A specific focus of this role will be reducing and streamlining DP escalations and decreasing days-to-close through escalation quality management and readiness initiatives.

As a SMB Ranger, you will lead delivery partner escalation quality initiatives, manage predefined end-end escalation scenarios, and oversee emerging workload trends and customer impacting incidents.

What You Do

Responsibilities

• Manage and positively impact the volume of Microsoft PTA/SEE escalations (L2).

• Ensure 100% of DP-wide escalations meet expected quality standards via a recognized quality assurance model-workflow (agreed with PTAs/SEEs).

• Escalations that fall below expected standards are shared with Rangers for remediation/feedback.

• Provide technical coaching and mentoring to DP team members at all skill levels.

• Lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .

• Create and curate vendor-owned articles and internal documentation.

What You Need

Preferred Qualifications, Abilities and Experience

• Demonstrated experience of M365 technologies (Preferably MS 900 Certification)

• Experience of Exchange Online architecture, mailbox management, retention policies, and compliance features.

• Experience with Exchange migrations, upgrades, and optimization.

• Experience with Mail Flow, Disaster Recovery, Managed Availability, Messaging Policies, Compliance, Configuring Reporting & Logging, Mailbox migrations across on prem and cloud.

• Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On.

• Understanding of Message Retention and Data Compliance Requirements.

• Understanding of networking technologies (e.g., protocols such as HTTP, TLS, TCP/IP, DNS, or knowledge related to web servers/browsers).

• Troubleshooting experience using tools such as Fiddler, HTTP Watch, Netmon, or IE Developer Tools.

Qualifications

Required/Minimum Qualifications

• 3+ years prior product, customer support and/or technical support experience.

• Language Qualification: English Language: fluent in reading, writing, and speaking.

• 3+ years prior product, customer support and/or technical support experience.

How You Do It

• Technical Expertise & Continuous Learning

- Demonstrated senior knowledge across Microsoft Teams technical disciplines.

- Staying updated, understand latest workload features, roadmap & industry trends.

- Experience testing and validating self-service tools to optimize user experience.

- Partnering with Microsoft PTAs/SEEs to provide feedback on new diagnostic tools and feature releases.

• Customer Service Excellence

- Proven ability to handle high-priority escalations with exceptional service.

- Ability to advocate for customers by sharing insights for product improvement.

- Strong trend analysis skills to anticipate and mitigate potential problems.

• AI Innovation & Decision Making

- Ability to promote/coach Copilot and other AI support tools used for analysis and deflection.

- Demonstrated ability to drive process and workflow enhancements.

- Passion for integrating AI-driven solutions across daily operations.

• Advocate Support

- Technical coaching & mentoring for L1 & L2, developing skills and extending knowledge.

- Ability to lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs .

- For predefined workload scenarios, manage end-end escalations using tools, diagnostics and continuous collaboration, enabling cases to be resolved at the delivery partner.

- Ensure escalations meet quality standards including template adherence, scoping and transition to Microsoft PTAs/SEEs.

- Create and develop knowledge resources, including advocate guides, TSGs and training materials.

- Analyse volume drivers to identify trends, themes and areas for technical investment.

• Customer Contact

- Manage high-priority escalations and ensure exceptional customer service.

- Support GetHelp/exec escalations with technical advice and guidance.