hirly
Sign inGet started free

Astreya

Team Ranger (Lead - L2)

Remote, India

See how you match this job — and similar ones. Free.

Upload your resume and hirly scores it against this role at Astreya first, then against similar open jobs, and shows where you fit and why.

PDF or DOCX, up to 12MB. No sign-up to see your matches.

Get past the screening software and onto a recruiter's desk

hirly rewrites your resume for this job — matching the keywords and skills in the posting, moving your most relevant experience to the top, and writing a cover letter to fit. About 30 seconds.

  • Keywords matched to this posting
  • Fit score before you apply
  • Cover letter included

Matched against 2.3M live jobs from 200,000+ employers in 200+ countries.

Tailor my resume for this job →

Apply from your AI assistant

Connect hirly to Claude and ask it to apply to this job. hirly tailors your resume, fills the employer’s form and asks before sending. ChatGPT: manual setup today.

See how it works

Some employer sites stop an application at a CAPTCHA or sign-in and hand it back with a link. Applying needs a paid plan. Works with any assistant that supports MCP.

hirly's read of this role

Seniority
Lead / management
Country
IN
Work mode
Remote-friendly
First seen by hirly
7 Oct 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

  • 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)
  • 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.
  • 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.
Original posting on Astreya's site ↗

Listed on hirly, a job board. hirly is not the employer: Astreya is hiring for this role.

Browse similar roles

Want this one?

Upload your resume and hirly rewrites it for this job and writes the cover letter — in about thirty seconds, before you sign up.

Tailor my resume for this job