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Job Description:
We’re seeking a hands-on Manager, Azure Technical Support with deep expertise in Microsoft Azure to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence. This role blends strategic leadership with technical depth—ideal for someone who thrives in fast-paced environments and enjoys solving complex challenges.
Team Management
Mentor and manage a team of cloud engineers, support specialists, and Azure support engineers
Foster a culture of accountability, learning, and continuous improvement
Conduct regular performance reviews and skill development planning
Operational Excellence
Define and monitor KPIs such as MTTR, ticket volume, and CSAT
Drive automation of diagnostics and resolution workflows using Azure-native tools
Ensure compliance with security, privacy, and governance standards
Cross-Functional Collaboration
Partner with Product, Engineering, and SRE teams to align support with platform goals
Coordinate with global support teams to share best practices and insights
Represent the support function in strategic planning and roadmap discussions
Technical Leadership
Lead a team that troubleshoots and resolves Azure-related incidents, outages, and performance issues
Serve as escalation point for high-impact customer Azure issues across networking, storage, compute, and identity
Ability to work with customer base via phone and email for escalations or day to handling
Stakeholder Engagement
Present weekly insights, trends, and recommendations to leadership
Advocate for customer-centric solutions and proactive support strategies
Required Skills & Qualifications
High school diploma (or equivalent) required. Secondary degree preferred.
5+ years of experience in cloud engineering or technical support, with a focus on Azure
3+ years in a management role
Azure certification
Strong troubleshooting skills across Azure services (VMs, Networking, Storage, Identity, etc.)
Proficiency in Azure CLI, PowerShell, and diagnostic tools (e.g., Azure Monitor, Log Analytics)
Experience managing technical teams and driving operational excellence
Excellent communication and stakeholder management skills
Azure certifications (e.g., AZ-104, AZ-305, AZ-500) strongly preferred
Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
Strong understanding of web technologies, integrations, or system architecture
Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
Basic understanding or experience working on Linux environments
General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
Flexibility working some weekends and later hours to help fulfil a 24x7 business
*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.
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