L3 Engineer – Cloud, SaaS & Security

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

📋 Description

• Deliver advanced technical support while enhancing the reliability, security, and maturity of client technology environments.

• Assume full responsibility for Level 3 escalations, major incidents, and persistent technical challenges.

• Perform root-cause analysis and create documented solutions, standards, automation opportunities, or project suggestions.

• Manage and troubleshoot Microsoft 365, Entra ID, Intune, endpoints, identity, email, cloud, and security settings.

• Assist with Microsoft-centric projects, migrations, deployments, and technical enhancements.

• Oversee and resolve issues related to servers, networks, firewalls, VPNs, DNS, backups, remote access, and business applications.

• Establish and uphold cybersecurity measures, endpoint protection, monitoring, and remediation efforts.

• Facilitate the secure adoption of Microsoft Copilot, cloud services, and AI-driven workflows.

• Leverage AI to enhance productivity while exercising independent technical judgment.

• Maintain client records, technical documentation, procedures, and knowledge articles.

• Spot opportunities to boost service quality, standardization, security, and operational efficiency.

• Articulate technical issues, options, risks, and recommendations clearly to both technical and non-technical stakeholders.

• Offer technical mentorship and knowledge sharing to Level 1 and Level 2 engineers.

• Work alongside clients, vendors, internal engineering teams, and leadership.

• Balance competing priorities and communicate effectively during urgent or complex situations.

⛳️ Requirements

• Demonstrated experience in a Level 3 engineering or senior technical support position, ideally in an MSP setting.

• Strong practical expertise with Microsoft 365, Entra ID, Intune, endpoint management, identity, email, cloud, and security.

• Comprehensive knowledge of servers, networks, firewalls, VPNs, DNS, backups, remote access, and business applications.

• Excellent troubleshooting and root-cause analysis skills.

• Experience in supporting Microsoft-focused projects, migrations, deployments, and technical upgrades.

• Familiarity with cybersecurity controls, endpoint protection, monitoring, and remediation practices.

• Genuine interest in Microsoft Copilot, cloud services, and AI-enabled workflows.

• Strong skills in documentation and knowledge management.

• Ability to communicate clearly and concisely with both technical and non-technical stakeholders.

• Capable of managing competing priorities and complex incidents effectively.

• Collaborative mindset when working with clients, vendors, engineers, and leadership.

• Proactive approach focused on service quality, standardization, security, and continuous improvement.

🏝️ Benefits

• Receive compensation in Australian Dollars.

• Medical insurance from day one for you and your spouse (or parents if unmarried).

• Generous OPD coverage for doctor visits and all your medical requirements.

• Home office setup allowance.

• Internet allowance.

• Gym & wellness allowance.

• Regular team events and engagement activities.

• Diji Assist mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture.

• Flexible working arrangements – home or office.

• Rewards and recognition programs.

• Christmas and financial year-end celebrations.