Support Escalation Manager-Japanese

Sonata Software North America Inc.; Kuala Selangor; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software North America Inc. in Malaysia (Hybrid) seeks a Support Escalation Manager to investigate and resolve customer escalations beyond the standard support model, using strong communication, empathy, and executive-facing collaboration.

The role requires coordinating with Engineering, Legal, and PR teams, documenting root causes, and driving proactive improvements while maintaining strict SLAs. Fluent English and Japanese are essential for this customer-focused role.

Qualifications

• Experience handling customer escalations.
• Proficiency with Microsoft products (M365, Azure) and enterprise support.
• Fluent English and Japanese communication skills.

Responsibilities

• Investigate and resolve customer escalations beyond standard support models.
• Engage with executives, Legal and PR teams to manage escalations.
• Capture and document root causes for ongoing remediation and product improvement.
• Collaborate with Engineering and Support teams to address critical issues.
• Maintain SLA adherence and provide status updates to stakeholders.
• Mentor and guide junior team members on escalation practices.

Skills

Customer advocacy

MS Products

Active listening

Troubleshooting

Communication

Stakeholder mgmt

Documentation

Time management

Networking

English/Japanese

Job description

Job Description

ABOUT SONATA SOFTWARE Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI-first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services. Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes Agent Bridge-a governance and observability framework; Agent Builder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents. Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland). We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space. Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30+years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge Also; Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network.

Job Title - Support Escalation Manager

Location - Malaysia (Hybrid) Language - Fluent Japanese & English

Position Purpose

Support Escalation Manager (Customer Advocate) investigates and resolves customer escalations that are escalated outside of the designed support model. Support Escalation Managers have a proven ability to handle some of the most challenging and sensitive customer situations by leveraging their strong communication skills and customer empathy. In addition, this individual will be expected to proactively develop strong relationships across the organization, working collaboratively with colleagues, team leaders, and senior stakeholders across the company. A successful advocate has clear and professional communication skills appropriate for stakeholders on the Executive team, Legal and PR teams.

Role Responsibilities

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention
• Drive customer recovery across all products, services, and customer support scenarios such as M365 , Azure, Windows , networking etc., Specialization may occur based on expertise and business need.
• Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.
• Communicating effectively case status and roadblocks to stakeholders.
• Mentoring and consultation with team members
• Documentation of customer issues for further analysis by the business.
• Identifying reoccurring or emerging issues and escalating to the appropriate channels
• For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.
• Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.
• Adhere to strict SLAs
• Self-prioritize and manage case work
• Contribute towards the identification, documentation and elimination of root cause.
• Identify opportunities to provide better customer experience
• Triage and case assignment as needed
• Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)
• Engage escalation path for consultations and exception approvals per process
• Share knowledge and leverage the ideas of others to help the team grow and develop
• Other duties as assigned

Key Skills And Personal Attributes

• Passionate about resolving complex problems
• Passionate about Microsoft products/services
• A service customer advocate at heart; ability to empathize
• Effective active listening
• Strong organizational skills and the ability to self-direct work to meet deadlines
• Confident with their own judgement of a situation and able to articulate the reasoning behind it
• Exceptional troubleshooting and problem-solving skills
• Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions
• knowledge and experience in Microsoft Products such as M365, Azure etc.
• Knowledge of Operating Systems, Active Directory, Clustering and Networking an advantage
• Fluent English & Japanese