Cloud Support Engineer – Azure
General Details
Job Title
Department
Reporting To
Subordinates
Cloud Support Engineer – Azure
MSP
Team Lead, Cloud Support Services
Sr. Cloud Support Engineer, Associate Cloud Support Engineer
About The Role
Job Summary
The Cloud Support Engineer – Azure is a supervisory and subject-matter-expert position within the nClouds MSP team. This role is purpose-built to anchor nClouds expansion into Azure cloud support, acting as the primary technical authority for Azure-based client environments while maintaining cross-cloud proficiency with AWS.
The ideal candidate brings deep, hands-on Azure expertise — spanning monitoring, infrastructure, networking, security, and automation — and is equally comfortable mentoring junior engineers and driving SLA compliance across 24/7 shift operations.
Key Responsibilities
- Design, implement, and manage Azure monitoring solutions using Azure Monitor, Log Analytics, Application Insights, and Azure Alerts
- Lead Azure infrastructure support including Virtual Machines, AKS, Azure App Services, Storage, Networking (VNet, NSG, Load Balancer, Azure Firewall), and Azure AD/Entra ID
- Serve as the primary escalation point (L2) for Azure incidents and service requests from Cloud Support Engineers
- Implement and optimize Azure alerting pipelines integrated with Alert Management tools such as PagerDuty, Opsgenie, or VictorOps
- Use Azure-native tools (Azure Advisor, Cost Management + Billing, Azure Policy) to drive cost optimization and governance for client environments
- Support AWS-based clients as needed — including EC2, RDS, CloudWatch, IAM, VPC — providing cross-cloud continuity
- Assist the Cloud Support Team Lead in prioritizing, scheduling, and assigning Azure and multi-cloud service requests to Level 1 engineers
- Analyze and identify opportunities to eliminate or streamline incidents through process improvement, task automation (Bash/PowerShell/Python), and self-service tooling
- Create a positive client support experience by communicating clearly, understanding problems deeply, and resolving issues within SLA
- Mentor and coach Associate Cloud Support Engineers and Cloud Support Engineers on Azure fundamentals and best practices
- Coordinate 1:1 meetings with junior engineers to track goals, provide feedback, and escalate blockers to Team Leads
- Monitor escalated incidents end-to-end and ensure adherence to SLI, SLA, and SLO commitments with clients
- Participate actively in 24/7 on-call rotation and shift handoffs
- Contribute to runbooks, knowledge base articles, and post-incident reviews for continuous improvement
Technical Skills & Tools
- Azure Core Services: Azure Monitor, Log Analytics Workspaces, Application Insights, Azure Alerts, Diagnostic Settings, Azure Advisor
- Azure Infrastructure: Virtual Machines, AKS (Azure Kubernetes Service), Azure App Service, Azure Storage, Azure SQL, Azure AD / Entra ID
- Azure Networking: VNet, Subnets, NSGs, Azure Load Balancer, Azure Application Gateway, Azure Firewall, ExpressRoute basics
- Azure Security & Governance: Azure Policy, RBAC, Microsoft Defender for Cloud, Azure Key Vault
- Azure DevOps / IaC: Azure DevOps Pipelines, ARM Templates or Bicep, Terraform (Azure provider)
- Alert Management: PagerDuty, Opsgenie, or VictorOps — configuration, escalation policies, on-call rotations
- Scripting: Intermediate Bash and PowerShell; Python scripting for automation
- AWS (Supplementary): EC2, S3, RDS, CloudWatch, IAM, VPC, Lambda — working knowledge to support cross-cloud clients
- Monitoring Tools: Familiarity with Nagios, Icinga, Prometheus/Grafana as complementary tools
- OS: Solid Linux (RHEL/Ubuntu) and Windows Server administration
- ITSM: Freshdesk, Jira Service Management, or similar ticketing platforms
Relationships
Internal Relations
External Relations
Associate Cloud Support Engineers, Sr. Cloud Support Engineers, Team Lead, Cloud Engineering Teams, Project Managers, Sales/Account Managers.
nClouds MSP Clients (Azure & multi-cloud), Microsoft Support, nClouds Partners and Vendors.
Required Qualifications
- Minimum 3 years of cloud support/operations experience, with at least 1.5 years of hands-on Azure experience in a production environment
- Microsoft Azure certifications strongly preferred: AZ-900 (Foundational), AZ-104 (Administrator), AZ-305 (Solutions Architect), or AZ-400 (DevOps Engineer)
- Minimum 1 year as a Cloud Support Engineer within nClouds (for internal candidates). No active PIP
- AWS certifications (AWS SAA-C03 or CLF-C02) are a plus for cross-cloud coverage
- Strong analytical and problem-solving skills with the ability to handle complex, multi-cloud incidents
- Excellent written and verbal English communication skills — client-facing experience preferred
- Great team player with a growth mindset and hunger to learn new Azure and cloud technologies
- Ability to produce clear incident reports, runbooks, and knowledge base documentation
Working Conditions
Work Location
Business Travel
Work Schedule
Flexitime
Remote
No
24/7 Shift Rotation
Periodic shift rotations
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