L2 Cloud Support Technician

SquareTrade•Brisbane, CA

2d•Hybrid

About The Position

The L2 Cloud Support Technician provides advanced email- and phone-based break/fix and cloud remediation support for SquareTrade’s cloud support clients, including Microsoft cloud solutions sold through partner Cloud Solution Provider (CSP) programs. The role owns escalations from Cloud L1 and manages vendor support cases, including Microsoft cases through Partner Center, on the customer’s behalf. It is a client-facing position focused on resolving complex, high-impact issues while keeping the support team as the customer’s single point of contact through resolution. The technician also supports Cloud L1 technicians’ professional and technical development through ongoing mentoring and guidance. The role works across the Microsoft Modern Workplace stack, including Exchange Online and mail flow, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, Microsoft Intune and Autopilot, Microsoft Defender, Microsoft Purview, and Microsoft 365 Copilot. Other emerging virtualization and cloud-based technologies may come into scope, such as Dynamics 365 Business Central and Windows 365. Familiarity with hybrid Exchange and hybrid identity environments is a plus. The technician provides advanced troubleshooting and remediation, manages Microsoft support cases, advises and mentors L1 technicians, documents work in Salesforce, and helps maintain support procedures and knowledge resources. The role may also contribute to new-product readiness and coordination with Microsoft, partner account teams, and third-party vendors.

Requirements

At least 3 years of relevant professional experience in a Microsoft 365 or cloud support environment.
At least 3 years of client-facing technical experience.
Strong knowledge of Microsoft 365 administration and troubleshooting, including Exchange Online, Teams, SharePoint, and OneDrive.
Strong working knowledge of Microsoft Entra ID, Conditional Access, MFA, Entra Connect, and Microsoft Intune.
Technical proficiency, including strong troubleshooting and problem-solving skills.
Knowledge of governance and security best practices and experience applying them to solve client problems.
Working knowledge of Active Directory, hybrid identity, domain management, permissions, and public DNS (MX, SPF, DKIM, DMARC).
Ability to prioritize customer satisfaction within the scope of work outlined by SquareTrade and its clients.
Ability to work with and understand people with varying levels of technical expertise.
Ability to manage and document time and activity without immediate supervision.
Ability to work independently and manage multiple tasks and case assignments.
Ability and discipline to work in a fast-paced and organizationally complex environment.
Ability to adapt effectively to rapidly changing technology and lead and manage workflow.
Experience identifying and reporting gaps in peer skillsets.
Ability to assist with documenting skill requirements and required certifications for roles or positions.

Nice To Haves

Experience with Microsoft Partner Center, CSP/NCE, and GDAP, or the ability to learn them quickly.
Strong familiarity with hybrid Exchange and hybrid identity environments.

Responsibilities

Provide live assistance to Cloud L1 technicians in the Cloud Escalations room and take ownership of escalated cases when needed.
Provide advanced break/fix and cloud remediation support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, Purview, and Copilot.
Open, monitor, and drive Microsoft support cases through Partner Center on the customer’s behalf, remain the primary point of contact until resolution, and escalate stalled cases through management.
Review and approve Cloud L1 requests to open Microsoft tickets, and take ownership of all Severity A issues.
Troubleshoot GDAP relationships, delegated access, and Conditional Access policies that affect partner access to customer tenants.
Provide best-effort root cause analysis using available logs, traces, and service health data.
Isolate issues involving third-party products and hybrid environments that affect the Microsoft 365 tenant, and refer customers to the appropriate vendor or team.
Apply CSP scope boundaries consistently and route out-of-scope requests, such as Azure, licensing, provisioning, and on-premises-only issues, to the correct team.
Achieve and maintain high customer satisfaction and contribute to team CSAT, NPS, and quality goals.
Use Salesforce as the system of record by documenting troubleshooting, customer communication, and Microsoft case updates in tickets, and tracking work time and activities for management.
Identify customer needs beyond break/fix scope, such as implementation, configuration, training, or advisory work, and route them to the appropriate account team.
Remain up to date on Microsoft 365, Entra ID, Intune, and Copilot technologies, tools, and capabilities.
Research and train on emerging Microsoft cloud technologies and pursue relevant Microsoft certifications.
Assist in developing functional designs, processes, training, and support procedures as requested.
Help develop and refine runbooks, knowledge articles, and best-practice documentation for Microsoft 365, identity, security, and CSP support processes.
As needed, support new-product readiness, such as Dynamics 365 Business Central Tier 2 support and Copilot agents, by testing, documenting scope, and training other technicians.
Support work with Microsoft, partner account teams, and third-party vendors to deliver value to clients.

Benefits

Medical, dental, and vision coverage with network optionality and the ability to contribute to an HSA or FSA.
Up to 4% company match into a 401(k) and contributions into a company-sponsored pension.
$75 per month budget to support physical wellbeing.
$80 per month stipend to subsidize connectivity costs.
Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
Supportive leave policies.
Generous PTO policy and 9 company holidays.
Tuition reimbursement up to $5,250 per year.
Hybrid work arrangements with regular team gatherings and offsites.
Various corporate perks and discounts.