Description and Requirements

Cloud Services Technical Support Engineer (L2)

The Cloud Services Technical Support Engineer is a critical member of the SAAS Support team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Support Engineers must resolve the most complex customer problems, often collaborating with Cloud software Level 3 support teams. Cloud Services Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have strong technical background in MS Azure and Office 365 Cloud products

We're looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Tier 2 Cloud Services Technical Support Engineer you will be a part of an award-winning support team that provides Azure, M365 customers and other Cloud technologies the highest level of support while working on an industry-leading product.

Excellent communication, customer escalation handling, Team management skills, proactiveness & punctuality are essential part of this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.

Job Functions

Research, troubleshoot and resolve technical issues involving Microsoft Office 365, Azure Cloud Platform, Other Cloud & SaaS Products.
Understand the language/terms/jargon in his/her area of expertise.
Document all technical inquiries and develop content for knowledge base.
Support key internal initiatives involving pre-release testing, validation, and documentation.
Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.
Provide knowledge transfer and informal training to clients and co-workers.
Work with L1 & L1.5 to manage aligned team Cases & Escalation.
Accurately represent their business unit's needs to the project team.
Oversee the day-to-day operations of the Technical Support Team.
Act as the go to person within a department or function for questions and problems within his/her area of expertise.

Key Responsibilities

Act as a senior agent who will drive customer satisfaction through customer support
Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions
Act as a mentor and provide oversight, coaching, and training to technical support staff
Be the point of contact when it comes to technical escalations
Record and track team SLAs and workflows
Provide support where needed for both internal and external customers.
Clearly communicate escalated issues to Tier 3 and product managers as needed
Manage and report on all incoming technical support inquiries
On-board all new technical support team members
Assist in the creation of the team KPIs as well as monitor and report on results
Be actively involved with the operational delivery and UAT if required for new product and feature releases
Monitor team performance and report on metrics
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
Work to create any relevant support material for the team
Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
Implement any necessary preventive measures to reduce customer faults and issues
Review all technical support related processes and documentation for continuous improvement
Assist in the creation and implementation of customer self-service material and tools

Required Skills:

At least 3-5 year of experience in technical support in M365, Azure based products.
3-5 years of experience in Technical Support and Ticketing Software Skills
Proven people management and leadership skills
Excellent communicator, both oral and written
Strong problem solving and communication skills
Love being the first line of support and troubleshooting issues
Strong analytical skills to investigate and resolve customer support tickets
Able to multi-task efficiently under time pressure
Able to work with cutting edge technology and assimilate information rapidly
Previous experience in managing customer focused teams
Proven experience in managing a service and support focused team culture
3 Years plus experience in a Technical Support role

Education and Experience

Bachelor or higher Degree in Computer Science, Information Technology, or a related technical field. Added MBA is preferrable.
Microsoft Associate level certified on any or few cloud products. (Like MS 700, Az 104, AZ 303/304, AI 900, SC 300, etc...)

Cloud Services Engineer