Team Ranger (Lead - L2)

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Team Ranger (Lead - L2) based in India.

As a Team Ranger (Lead - L2), you will serve as a senior technical escalation specialist, helping resolve complex Microsoft Teams and modern workplace technology issues. You will lead escalation quality initiatives, strengthen technical support processes, and reduce resolution times across delivery partner teams. Working closely with technical stakeholders, you will improve troubleshooting effectiveness, customer satisfaction, and overall service delivery. You will provide coaching and mentorship to L1 and L2 support professionals, helping them build technical expertise and confidence. The role also involves analyzing recurring incidents, identifying emerging workload trends, and developing knowledge resources to prevent repeat issues. You will contribute to continuous improvement by leveraging automation, AI-powered support tools, and innovative diagnostic solutions in a collaborative, customer-focused environment.