Azure Cloud Support Engineer (3-5 yrs)

Job Summary :

We are seeking a skilled and dynamic Cloud Support Engineer (Associate) to join our team. The successful candidate will play a critical role in managing and supporting our cloud Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) environments, ensuring the quality, performance, and availability of our hosted services. This position demands a proactive individual with excellent problem-solving skills to provide first and second-level support, guide cloud technology practitioners, and assist in the triage and resolution of complex issues.

Key Responsibilities :

- Manage and support Dev to Production cloud PaaS and platform environments to ensure high quality, performance, and availability.

- Provide guidance and support to cloud technology practitioners, primarily the Application Development team.

- Deliver Implementation and Run & Maintain services for high-volume, mission-critical systems.

- Offer on-call support for Production cloud environments and work hands-on with customers to develop, migrate, and debug services issues.

- Maintain and create server and process documentation as needed.

- Rapidly identify and resolve customer issues, perform initial triage, and answer queries related to problem reports.

- Troubleshoot and resolve cloud-hosted application or system issues in close collaboration with application users.

- Communicate with Technical Support Management regarding escalations or challenging situations requiring higher-level involvement.

- Ensure an industry-leading customer experience for Cloud customers engaging with Technical Support.

- Assist in Tier 2 and 3 triage, troubleshooting, remediation, and escalation of support tickets.

- Train and support junior team members in resolving product support tickets.

- Proactively identify opportunities to optimize the product support function.

- Establish and manage clear escalation guidelines for supported system components.

- Run database queries to identify and resolve issues.

- Coordinate with developers and application teams to negotiate and schedule patching windows.

- Manage the monthly Windows or Linux environment patching processes.

Must Have Qualifications :

- Hands-on experience with Azure services such as Web apps, App Insights, App Service Plan, App Gateway, API Management, Azure Monitor, and KQL queries.

- Excellent verbal and written communication skills, especially in driving customer communication during critical events.

- Proficiency in at least one technology domain : Networking Principles, System Administration, DevOps, Configuration Management, or Continuous Integration Technologies (e.g., Chef, Puppet, Docker, Jenkins).

- Solid understanding of the ITIL framework.

Good to Have Qualifications :

- Interest in information security and a desire to learn techniques and technologies such as application security, cryptography, threat modeling, and penetration testing.