Cloud Support Engineer

The Lead Cloud Support Engineer manages and guides a team of Cloud Support Engineers. You will oversee ticket flow within our system, handle ticket assignments and workloads, and serve as an internal escalation point. The Lead CSE is a Microsoft 365 expert and possesses some knowledge of core Microsoft Azure services.

You will also have a strong understanding of the Microsoft Premier Support for Partners program and the Microsoft Partner Program for CSP Resellers. Additionally, they create and maintain internal and customer documentation for Microsoft Cloud services and play a crucial role in training new Cloud Support Engineers. The Lead Cloud Support Engineer contributes expertise to high-stakes customer conversations.

Essential Functions:

● Assist colleagues with support-related issues/inquiries

● Foster and disseminate expertise in Microsoft Cloud services.

● Oversee and optimize the flow of Cloud Support tickets.

● Create and maintain documentation to assist our Cloud Support team.

● Assist in training Cloud Support Engineers to handle customer issues and identify professional or cloud service opportunities.

● Manage concurrent engagements both internally and externally.

● Licensing knowledge and Microsoft certifications

● Knowledge of Microsoft 365 Admin Center, Exchange, Azure AD, Teams, Defender, and

other Microsoft cloud products.

● Some knowledge of Azure services and non-cloud products such as Azure AD Connect

and Windows Server is preferred but not required.

Minimum Requirements:

● High school diploma or GED (Bachelor’s degree preferred)

● 3+ years of experience supporting Microsoft Cloud platforms in a client-facing capacity

● Demonstratable experience working with Microsoft Premier Support

Benefits:

Health, Vision and Dental Insurance

401(k) plan with a 4% match

PTO/Sick Pay/Paid Holidays