Cloud Support Specialist

2 days ago

Vellore, Tamil Nadu, India beBeeTechnical Full time ₹ 11,20,050 - ₹ 12,66,150

About the Role

We are seeking a skilled technical expert to manage customer issues and provide exceptional support. The ideal candidate will have in-depth knowledge of Microsoft Teams features, functionalities, and best practices.

Key Responsibilities

  • Analyzing and interpreting data captures and trace logs to resolve complex customer technical issues in production environments.
  • Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
  • Owning, investigating, and solving critical customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
  • Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
  • Troubleshooting and owning customer issues from reporting to resolution.
  • Diagnosing and troubleshooting system issues along with isolation of the issue.
  • Following standard procedures for escalating to the appropriate feature teams as required.
  • Managing multiple open issues and ensuring their successful completion.
  • Documenting technical knowledge in FAQs and troubleshooting guides.
  • Triaging and escalating new bugs from early ring customers.
  • Verifying and rejecting bugs submitted by unknown sources. Monitoring and assigning emerging issues to the engineer for escalation.
  • Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues. Collaborating with cross-functional engineering and support teams.
  • Participating in regular meetings to discuss the status of escalated bugs and new issues.

Required Skills and Qualifications

  • Proven experience in technical support or similar role. Strong problem-solving, debugging and troubleshooting skills.
  • Familiarity with helpdesk ticketing systems and escalation procedures.
  • Experience with tools like Log Reader, Fiddler and Browser Dev tools. Experience with extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs) Experience with HTTP and HTTPS Request Code Experience with API requests and responses (Graph API is desirable)

About Us

We specialize in delivering comprehensive solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless implementation of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements.

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