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Astreya

Team Ranger (Lead - L2)

LocationRemote, India
Work moderemote
Typefull-time
SeniorityLead
Experience3+ yrs
Company size1,001–5,000 people
First seenOct 8, 2026 · 3d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Must have20
3+ years prior product, customer support and/or technical support experience
Language Qualification: English Language: fluent in reading, writing, and speaking
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
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
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
Technical coaching & mentoring for L1 & L2, developing skills and extending knowledge
Ability to lead the next-level triage tier at the DP
Manage end-end escalations using tools, diagnostics and continuous collaboration
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
Manage high-priority escalations and ensure exceptional customer service
Support GetHelp/exec escalations with technical advice and guidance
Nice to have11
Demonstrated experience of M365 technologies (Preferably MS 900 Certification)
Hands-on experience supporting Microsoft Teams/Skype for Business/Voice technologies e.g.: Cisco, Avaya, Ribbon, etc. (MS 700/MS 721 or equivalent)
Experience troubleshooting Microsoft Teams meetings and live events
Experience troubleshooting Microsoft Teams voice issues
Experience troubleshooting federation issues
Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On
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
Knowledge of Teams Devices
Knowledge of Virtualization
Knowledge of Skype for Business hybrid deployments
Skills
M365
Microsoft Teams
Skype for Business
Cisco
Avaya
Ribbon
ADFS
DirSync
AADSync
Single Sign-On
HTTP
TLS
TCP/IP
DNS
Fiddler
HTTP Watch
Netmon
Copilot
About the role
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 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.
Nice to have
What You Need
Preferred Qualifications, Abilities and Experience
• Demonstrated experience of M365 technologies (Preferably MS 900 Certification)
• Hands-on experience supporting Microsoft Teams/Skype for Business/Voice technologies e.g.: Cisco, Avaya, Ribbon, etc. (MS 700/MS 721 or equivalent)
• Experience troubleshooting Microsoft Teams meetings and live events.
• Experience troubleshooting Microsoft Teams voice issues.
• Experience troubleshooting federation issues.
• Understanding of Identity solutions e.g. ADFS, DirSync/AADSync and Single Sign-On.
• 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.
• Knowledge of Teams Devices
• Knowledge of Virtualization
• Knowledge of Skype for Business hybrid deployments.
Requirements
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.
Hiring process
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.
More roles at Astreya
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