L2 Cloud Support Technician

This is a fully remote position, open to applicants in California.

📋 Description

• Provide real-time assistance to Cloud L1 technicians within the Cloud Escalations room, taking charge of escalated cases when necessary.

• Deliver advanced break/fix and cloud remediation support for Microsoft 365 services, which include Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, Purview, and Copilot.

• Open, monitor, and manage Microsoft support cases via Partner Center on behalf of the customer, serving as the primary point of contact until resolution, and escalate any stalled cases to management.

• Review and approve Cloud L1 requests for opening Microsoft tickets, taking ownership of all Severity A issues.

• Troubleshoot GDAP relationships, delegated access, and Conditional Access policies impacting partner access to customer tenants.

• Perform best-effort root cause analysis utilizing available logs, traces, and service health data.

• Isolate issues related to third-party products and hybrid environments that affect the Microsoft 365 tenant and refer customers to the right vendor or team.

• Consistently apply CSP scope boundaries, directing out-of-scope requests to the appropriate team.

• Strive for and maintain high levels of customer satisfaction, contributing to CSAT, NPS, and quality objectives.

• Utilize Salesforce as the record-keeping system for documenting troubleshooting efforts, customer communication, Microsoft case updates, work hours, and activities.

• Recognize customer needs beyond the break/fix scope and route them to the relevant account team.

• Stay updated on Microsoft 365, Entra ID, Intune, and Copilot technologies, tools, and capabilities.

• Engage in research and training on emerging Microsoft cloud technologies and pursue relevant Microsoft certifications.

• Assist in creating functional designs, processes, training, and support procedures.

• Develop and enhance runbooks, knowledge articles, and best-practice documentation.

• Support new product readiness by conducting tests, documenting scope, and training other technicians.

• Collaborate with Microsoft, partner account teams, and third-party vendors to deliver value to clients.

• Mentor and guide Cloud L1 technicians in their professional and technical growth.

⛳️ Requirements

• Prioritize customer satisfaction within the scope of work defined by SquareTrade and our clients.

• Ability to engage with varying levels of technical expertise among stakeholders.

• Capable of managing and documenting time and activities with minimal supervision.

• Ability to work independently while handling multiple tasks and case assignments.

• At least 3 years of relevant professional experience in a Microsoft 365 or cloud support environment.

• Minimum of 3 years of client-facing technical experience.

• Ability and discipline to operate in a fast-paced and organizationally complex setting.

• Effectively adapt to rapidly changing technologies to lead and manage workflow.

• Strong knowledge of Microsoft 365 administration and troubleshooting, including Exchange Online, Teams, SharePoint, and OneDrive.

• Technical proficiency with strong troubleshooting and problem-solving capabilities.

• Experience in identifying and reporting skill gaps among peers.

• Ability to assist in documenting skill requirements and necessary certifications for roles/positions.

• Knowledge of governance and security best practices, with experience applying these to resolve client issues.

• Strong working knowledge of Microsoft Entra ID, Conditional Access, MFA, Entra Connect, and Microsoft Intune.

• Experience with Microsoft Partner Center, CSP/NCE, and GDAP preferred, or the ability to learn quickly.

• Familiarity with Active Directory, hybrid identity, domain management, permissions, and public DNS (MX, SPF, DKIM, DMARC).

• Strong understanding of hybrid Exchange and hybrid identity environments is a plus.

• SquareTrade/Allstate Protection Plans typically does not sponsor individuals for employment-based visas for this position.

• Candidates offered this position will be required to undergo a background investigation.

🏝️ Benefits

• Medical, dental, and vision coverage with optional network choices and the ability to contribute to a savings account (HSA or FSA).

• Up to 4% company match for 401(k) and contributions into your company-sponsored pension plan.

• $75/month budget to prioritize your physical wellbeing.

• $80/month stipend to assist with connectivity costs.

• Mental health resources including complimentary 1:1 therapy, coaching sessions, and digital resources.

• Supportive leave policies.

• Generous PTO policy alongside 9 company holidays.

• Tuition reimbursement up to $5,250 annually.

• Hybrid work arrangements with regular investments in team gatherings/offsites.

• Various corporate perks and discounts.