EXO Ranger (Lead - L2)

📋 Description

• 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
• Ensure escalations meet established quality standards, including appropriate templates, technical
• Review escalations that fall below expected standards and provide actionable feedback and
• Manage predefined end-to-end escalation scenarios using appropriate tools, diagnostics, and
• Handle high-priority and executive-level escalations while maintaining a strong customer-service

🎯 Requirements

• At least 3 years of experience in product support, customer support, technical support, or a
• Demonstrated technical expertise across Microsoft 365 technologies; MS-900 certification is
• Strong knowledge of Exchange Online architecture, mailbox management, retention policies
• Experience with Exchange migrations, upgrades, optimization, and mailbox migrations between
• Practical knowledge of mail flow, disaster recovery, managed availability, messaging policies
• Understanding of identity technologies such as ADFS, DirSync/AADSync, and Single Sign-On.

🎁 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
• Comprehensive benefits for eligible regular full-time employees, subject to applicable location and
• Medical, dental, and vision coverage options.
• Flexible Spending Accounts for health and dependent care.