Sr Technical Support Engineer

Sr. Azure Technical Support Engineer
We're seeking a customer-focused Technical Support Desk Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing issues, resolving incidents, and delivering a seamless support experience for internal users and external clients. As a Senior TSE, you will also be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.

Essential Responsibilities Of Your Role:

• Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Diagnose and resolve system outages, performance issues, and configuration errors
• Provide Tier 2 support for cloud-based infrastructure and applications
• Guide users through Azure features, configurations, and best practices
• Escalate unresolved issues to engineering or Tier 3 support teams
• Document issues and resolutions in the support ticket system for future reference
• Create and maintain internal runbooks, FAQs, and technical documentation
• Lead incident response or participate in on-call rotation for critical issues
• Identify support trends and partner with Product & Engineering on long-term solutions
• Accurately and efficiently log all issues and status updates in our internal tracking system.
• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
• Supporting multiple cloud and hardware solutions
• Contributing to the development of service desk processes and procedures.
• Interacts closely with various departments and vendors to provide timely resolution on issues.
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within SLO's by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
• Note: This is not a complete list of tasks.

Knowledge, Skills, and/or Abilities You Need To Have:

• 4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
• Strong knowledge of Microsoft Azure services and architecture is a must have
• Proficiency in Azure CLI, PowerShell, and diagnostic tools
• Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)
• Excellent problem-solving and communication skills
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
• Passion for driving exceptional customer experience.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem-solving skills.
• High school diploma (or equivalent) required. Secondary degree preferred.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding or experience working on Linux environments
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
• Flexibility working some weekends and later hours to help fulfill a 24x7 business
• Passion for providing exemplary customer service, strong customer focus
• Eager to learn new technologies
• Good verbal and written professional communication, fluent in English.
• Self-motivated and proactive in performing duties
• Attention to detail

Nice to have. Exposure to:

• ITIL certification
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
• Experience with JIRA and Confluence
• This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.