Cloud Support Technician

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Cloud Support Technician in United States. This role sits within a managed services cloud support environment, where you will act as a key technical resource for Microsoft 365 and Azure-related customer issues. You will be responsible for end-to-end ticket ownership, from triage and classification to resolution and escalation, ensuring high-quality support across diverse cloud environments. The position requires strong technical depth, especially in Microsoft cloud ecosystems, combined with excellent customer communication and problem-solving skills. You will also play a critical role in distinguishing support needs from licensing requests, ensuring proper routing and efficient resolution paths. Beyond direct support, you will contribute to knowledge sharing, mentoring, and quality assurance for other support team members. This is a highly collaborative and fast-paced role where accuracy, clarity, and customer focus are essential. Accountabilities

• Manage end-to-end triage, prioritization, resolution, and escalation of inbound Microsoft 365 and Azure support tickets following defined SOPs, SLAs, and escalation processes.
• Analyze incoming requests to accurately identify technical support vs licensing needs, confirm access rights, and determine appropriate routing or resolution paths.
• Resolve a wide range of cloud-related issues including Microsoft 365 licensing, identity management, MFA/password resets, Entra ID configurations, Intune, and Microsoft Security tools.
• Administer and troubleshoot advanced Microsoft cloud environments including Conditional Access policies, device compliance, and security platforms such as Defender, Purview, and Sentinel.
• Create and manage linked tickets for internal requests and coordinate with the Cloud/Licensing team for fulfillment when required.
• Communicate clearly with customers on scope, resolution options, timelines, and potential costs when services fall outside standard support coverage.
• Escalate and manage Microsoft support cases when needed, ensuring full tracking and resolution through completion.
• Monitor cloud support queues and ticket boards to ensure SLA adherence and smooth workflow progression.
• Provide technical mentorship, escalation support, and guidance to L1 and L2 CSR team members.
• Contribute to training materials, onboarding support, knowledge base articles, and QA reviews to improve team performance and consistency.

Requirements

• 2+ years of experience in technical support or cloud environments, or an associate degree in computer science or related field.
• 1+ year of customer service experience in a structured, process-driven environment.
• Strong proficiency in Microsoft 365 administration and troubleshooting.
• Working knowledge of Azure, Entra ID, Intune, Exchange Online, Teams, SharePoint, and Microsoft security tools.
• Experience with Microsoft CSP and licensing models, including Partner Center administration, strongly preferred.
• Familiarity with MFA, identity management, endpoint security, and cloud troubleshooting methodologies.
• Ability to use AI-assisted tools and knowledge bases for independent research and issue resolution.
• Experience with ticketing systems (ConnectWise preferred).
• Strong communication skills in English, both written and verbal, with the ability to explain technical concepts clearly.
• High attention to detail, strong organization, problem-solving ability, and capacity to manage multiple priorities.
• Certifications such as AZ-900, MS-900, MD-102, SC-900, CompTIA A+, or Network+ are highly desirable.
• Nice to have: experience in cybersecurity tools, Mac/iOS support, or enterprise network monitoring tools.

Benefits

• Competitive hourly pay ranging from 26.00 to 28.00 USD.
• PTO starting at 10 days in year one, increasing with tenure up to 20 days.
• 40 hours of annual sick time.
• 401k plan with employer match after eligibility period.
• Comprehensive medical, dental, and vision coverage with significant employer contribution.
• Paid holidays plus floating holidays based on tenure.
• Life and AD&D insurance provided at no cost.
• Employee assistance program including counseling, financial consultation, and travel support.
• Monthly reimbursement for cell phone and internet expenses.
• Telemedicine access for 24/7 remote healthcare support.
• Professional development opportunities, including support for Microsoft certifications.
• Inclusive and collaborative workplace culture focused on integrity, innovation, teamwork, and community impact.

How Jobgether Works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.