Support Lead

Role Summary

Owns front-line and escalated operational support for UHRS, serving as the primary interface between Microsoft internal teams and external vendors. This role diagnoses complex judge access, quality, and platform issues, translates opaque system behavior into actionable guidance, and drives issues to resolution across engineering, data science, and security teams.

Core Responsabilités – UHRS Tier‑1 / Tier‑0 Support

Own UHRS support requests across ADO, email, and escalation channels. Drive incident triage, escalation, and resolution, including Sev2 IcM incidents. Maintain continuity across long-running, multi-vendor issues.

Judge Access, Quality, and Blocking Diagnostics

Investigate judge blocking scenarios including MultiAccount, Suspicious, QualitySuspicious, and fraud signals. Analyze Marketplace visibility, HIT App filtering, task group rules, and skill flags. Advise vendors on reinstatement, retraining, whitelisting, or replacement strategies.

Vendor Communication & Expectation Management

Act as trusted UHRS contact for vendors. Manage sensitive conversations involving productivity loss, blocked judges, and platform instability. Craft approved explanations that balance transparency with platform security.

HIT App, Marketplace, and Platform Troubleshooting

Support App configuration, publishing, task uploads, flows, caching, and API usage. Identify and resolve permission, role, and market configuration issues. Coordinate with engineering to distinguish bugs from configuration errors.

Cross‑Team Engineering & Ops Collaboration

Collaborate daily with UHRS engineering, DRIs, PMs, and data scientists. Participate in UHRS syncs and office hours. Provide feedback on tooling and process gaps.

Institutional Knowledge & Process Stewardship

Maintain deep institutional knowledge of UHRS behavior, historical edge cases, and vendor patterns. Contribute to documentation and onboarding efforts. Act as escalation filter protecting engineering bandwidth.

Required Qualifications

10+ years in technical operations or platform support roles. Experience debugging distributed platforms with limited visibility. Exceptional written communication and independent judgment.

Preferred Qualifications

Experience with UHRS or crowd platforms, trust and safety systems, ADO/IcM, and API-driven services.

Role Criticality

This role absorbs system ambiguity, preserves vendor trust, and protects engineering capacity. Setting the bar too low for this role presents significant operational and reputational risk.