Monitor and review active cloud support cases (initially Azure-focused, expanding to broader enterprise support cases) to identify high-risk indicators.
Evaluate technical health, customer impact, and communication quality within ongoing support engagements.
Proactively engage support teams to mitigate potential executive escalations.
Serve as a technical escalation point for priority and high-visibility cases.
Maintain accurate documentation of risk assessments, actions taken, and remediation outcomes.
Analyze historical escalation trends to identify recurring risk patterns.
Contribute to enhancements of internal risk evaluation processes, including AI-assisted prompt refinement and data-driven insights.
Collaborate with cross-functional teams to ensure SLA compliance and resolution quality.
Provide feedback to support engineers to improve case handling and communication effectiveness.
Support continuous improvement initiatives within the support operations organization.

Requirements

Associate’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
7–10 years of technical support experience in enterprise cloud environments.
Previous experience in enterprise-level cloud support delivery (Azure strongly preferred).
Demonstrated experience handling high-severity or executive-facing escalation cases.
Strong understanding of cloud infrastructure concepts (compute, storage, networking, identity).
Experience working in SLA-driven environments with ticketing systems (ServiceNow, Dynamics, or similar).
Excellent verbal and written communication skills.
Strong situational judgment and problem-solving ability.
Ability to work independently and manage multiple high-priority cases simultaneously.

Benefits

Medical, dental, and vision coverage
Flexible Spending Account
401k program
Competitive PTO offerings
Parental Leave
Opportunities for professional growth and development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cloud supporttechnical supportrisk assessmentdata analysiscloud infrastructureescalation managementSLA complianceAI-assisted processesticketing systemsproblem-solving

Soft Skills

communicationsituational judgmentindependencemultitaskingcollaborationfeedback provisioncontinuous improvement

Certifications

Associate’s degree in Computer ScienceAssociate’s degree in Information Technology