Cloud Support Engineer - Azure

Cloud Support Engineer – Azure

General Details

About the Role

Key Responsibilities

• Design, implement, and manage Azure monitoring solutions using Azure Monitor, Log Analytics, Application Insights, and Azure Alerts.
• Lead Azure infrastructure support including Virtual Machines, AKS, Azure App Services, Storage, Networking (VNet, NSG, Load Balancer, Azure Firewall), and Azure AD/Entra ID.
• Serve as the primary escalation point (L2) for Azure incidents and service requests from Cloud Support Engineers.
• Implement and optimize Azure alerting pipelines integrated with Alert Management tools such as PagerDuty, Opsgenie, or VictorOps.
• Use Azure-native tools (Azure Advisor, Cost Management + Billing, Azure Policy) to drive cost optimization and governance for client environments.
• Support AWS-based clients as needed — including EC2, RDS, CloudWatch, IAM, VPC — providing cross-cloud continuity.
• Assist the Cloud Support Team Lead in prioritizing, scheduling, and assigning Azure and multi-cloud service requests to Level 1 engineers.
• Analyze and identify opportunities to eliminate or streamline incidents through process improvement, task automation (Bash/PowerShell/Python), and self-service tooling.
• Create a positive client support experience by communicating clearly, understanding problems deeply, and resolving issues within SLA.
• Mentor and coach Associate Cloud Support Engineers and Cloud Support Engineers on Azure fundamentals and best practices.
• Coordinate 1:1 meetings with junior engineers to track goals, provide feedback, and escalate blockers to Team Leads.
• Monitor escalated incidents end-to-end and ensure adherence to SLI, SLA, and SLO commitments with clients.
• Participate actively in 24/7 on-call rotation and shift handoffs.
• Contribute to runbooks, knowledge base articles, and post-incident reviews for continuous improvement.

Technical Skills & Tools

• Azure Core Services: Azure Monitor, Log Analytics Workspaces, Application Insights, Azure Alerts, Diagnostic Settings, Azure Advisor.
• Azure Infrastructure: Virtual Machines, AKS (Azure Kubernetes Service), Azure App Service, Azure Storage, Azure SQL, Azure AD / Entra ID.
• Azure Networking: VNet, Subnets, NSGs, Azure Load Balancer, Azure Application Gateway, Azure Firewall, ExpressRoute basics.
• Azure Security & Governance: Azure Policy, RBAC, Microsoft Defender for Cloud, Azure Key Vault.
• Azure DevOps / IaC: Azure DevOps Pipelines, ARM Templates or Bicep, Terraform (Azure provider).
• Alert Management: PagerDuty, Opsgenie, or VictorOps — configuration, escalation policies, on-call rotations.
• Scripting: Intermediate Bash and PowerShell; Python scripting for automation.
• AWS (Supplementary): EC2, S3, RDS, CloudWatch, IAM, VPC, Lambda — working knowledge to support cross-cloud clients.
• Monitoring Tools: Familiarity with Nagios, Icinga, Prometheus/Grafana as complementary tools.
• OS: Solid Linux (RHEL/Ubuntu) and Windows Server administration.
• ITSM: Freshdesk, Jira Service Management, or similar ticketing platforms.

Relationships

Required Qualifications

• Minimum 3 years of cloud support/operations experience, with at least 1.5 years of hands-on Azure experience in a production environment.
• Microsoft Azure certifications strongly preferred: AZ-900 (Foundational), AZ-104 (Administrator), AZ-305 (Solutions Architect), or AZ-400 (DevOps Engineer).
• Minimum 1 year as a Cloud Support Engineer within nClouds (for internal candidates). No active PIP.
• AWS certifications (AWS SAA-C03 or CLF-C02) are a plus for cross-cloud coverage.
• Strong analytical and problem-solving skills with the ability to handle complex, multi-cloud incidents.
• Excellent written and verbal English communication skills — client-facing experience preferred.
• Great team player with a growth mindset and hunger to learn new Azure and cloud technologies.
• Ability to produce clear incident reports, runbooks, and knowledge base documentation.

Working Conditions