L2 Cloud Support Technician
About The Position
The role leads day-to-day cloud support operations, translating operational priorities into plans and executing team objectives to provide consistent, high-quality enterprise-level Microsoft Cloud Support Services. It oversees ticket management, escalations, service delivery performance, SLA adherence, and customer experience across support channels. The role also works with CX Operations, leadership, partner teams, and other cross-functional stakeholders on workforce planning, productivity, service improvements, and customer satisfaction goals. The position manages team performance and development, supports hiring and onboarding, allocates resources, and ensures appropriate coverage and service continuity. It monitors performance data and dashboards, resolves operational issues, and leads continuous improvement across processes, tools, workflows, knowledge sharing, automation, and AI support.
Requirements
- Bachelor’s degree and at least 5 years of experience in technical support, cloud operations, or a related field.
- Experience leading or supervising team members in a support or operations environment.
- Working knowledge of cloud support operations and service delivery models.
- Experience managing performance and supporting results against KPIs and SLAs, including reporting and data analytics.
- Experience handling escalations and coordinating across functions.
- Ability to manage priorities in a fast-paced operational environment.
- Experience supporting process improvement or efficiency initiatives.
- Strong communication and collaboration skills.
- Commitment to employee development, coaching, and engagement.
Nice To Haves
- Microsoft 365 experience.
Responsibilities
- Set team expectations, monitor results, and provide ongoing coaching and feedback.
- Support hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity.
- Balance priorities, resolve operational issues, and deliver against service and quality targets.
- Oversee ticket queues and workflow management, and ensure adherence to SLAs.
- Act as an escalation point for operational and technical issues and coordinate resolution within established processes.
- Monitor performance metrics and dashboards to identify trends, risks, and improvement opportunities.
- Lead process enhancements, knowledge sharing, and adoption of tools, automation, and AI support.
- Partner with leadership and external stakeholders on operational planning, service improvements, and new service offerings.
- Communicate priorities, policies, and performance updates to support team alignment and accountability.
- Support onboarding, training, and development initiatives to build team capability and performance.
- Ensure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes.
- Collaborate with internal partners to address support challenges and enhance service delivery.
- Coordinate escalations and support operational processes with partner teams.
Benefits
- Medical, dental, and vision coverage with network optionality.
- Ability to contribute to a health savings account (HSA) or flexible spending account (FSA).
- Up to 4% company match into a 401(k) and contributions into a company-sponsored pension.
- $75 monthly budget to support physical wellbeing.
- $80 monthly stipend to subsidize connectivity costs.
- Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
- Supportive leave policies.
- Generous paid time off in addition to 9 company holidays.
- Tuition reimbursement up to $5,250 per year.
- Hybrid work arrangements and investment in team gatherings and offsites.
- Corporate perks and discounts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
