EXO Ranger (Lead - L2)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an EXO Ranger (Lead - L2) based in Brazil. This is a senior technical escalation role focused on improving the quality, speed, and consistency of complex Microsoft 365 support cases. You will act as a key technical escalation point, helping delivery teams resolve challenging issues before they require higher-level vendor intervention. The role combines hands-on troubleshooting with coaching, knowledge development, quality assurance, and operational improvement. You will analyze escalation trends, identify recurring workload drivers, and turn those insights into practical improvements. You will also collaborate with technical stakeholders on diagnostic tools, new features, AI-enabled support, and evolving Microsoft technologies. Success means stronger delivery-partner capabilities, faster resolution times, better customer experiences, and fewer unnecessary escalations. The position is fully remote and offers the opportunity to influence technical operations while mentoring engineers across different experience levels.

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.