L2 Cloud Support Technician

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

📋 Description

• Oversee team performance by establishing expectations, tracking results, and offering continuous coaching and feedback.

• Assist in hiring, onboarding, scheduling, and resource allocation to guarantee adequate coverage and service continuity.

• Implement team objectives by managing priorities, addressing operational challenges, and achieving service and quality benchmarks.

• Supervise daily support operations, which include managing ticket queues, overseeing workflow, and ensuring compliance with SLAs.

• Act as the escalation point for operational and technical challenges, facilitating resolution within established protocols.

• Track performance metrics and dashboards to pinpoint trends, risks, and opportunities for enhancement.

• Drive continuous improvement initiatives, such as process enhancements, knowledge sharing, and the integration of tools, automation, and AI support.

• Collaborate with leadership and external stakeholders to contribute to operational planning, service enhancements, and the development of new service offerings.

• Convey priorities, policies, and performance updates to ensure team alignment and accountability.

• Assist in onboarding, training, and development efforts to enhance team skills and performance.

• Ensure the consistent application of operational processes, tools, and workflows to boost efficiency and service quality.

• Partner with internal teams to resolve support challenges and improve service delivery.

• Serve as a contact point for escalations and support operational processes while coordinating with partner teams.

⛳️ Requirements

• Bachelor’s degree along with 5+ years of experience in technical support, cloud operations, or a related discipline.

• Proven experience in leading or supervising team members within a support or operations setting.

• Familiarity with cloud support operations and service delivery models (Microsoft 365 experience is preferred).

• Experience in managing performance and supporting results against KPIs/SLAs, including reporting and data analytics.

• Background in handling escalations and coordinating across functions.

• Capability to manage priorities in a dynamic operational environment.

• Experience in supporting process improvement or efficiency initiatives.

• Excellent communication and collaboration abilities.

• Dedication to employee development, coaching, and engagement.

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

• Must undergo a background investigation.

🏝️ Benefits

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

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

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

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

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

• Supportive leave policies.

• Generous PTO policy in addition to 9 company holidays.

• Tuition reimbursement up to $5,250 annually.

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

• Various corporate perks and discounts.