EXO Ranger (Lead - L2)

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.
Responsibilities
What You Do
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.

Work arrangement
Yes