Senior Cloud Support Engineer (Tier 3)

TrustedTech is a leading Microsoft Cloud Solution Provider specializing in Microsoft Cloud services and support for medium and enterprise-sized businesses. The Senior Cloud Support Engineer (Tier 3) is responsible for resolving complex customer issues across Microsoft cloud environments and mentoring junior engineers while improving internal documentation and knowledge sharing.

Responsibilities:

• Serve as the highest internal escalation point for complex Microsoft cloud and hybrid customer issues
• Troubleshoot and resolve advanced technical problems across Azure, Microsoft 365, identity, networking, and on-premises infrastructure
• Own critical customer escalations end-to-end, including root cause analysis, resolution, and post-incident recommendations
• Act as the primary technical liaison before engaging Microsoft Premier Support
• Support customers in hybrid environments involving Active Directory, Windows Server, Entra ID, and synchronization scenarios
• Provide expert-level guidance during client-facing meetings, including live troubleshooting sessions via Microsoft Teams
• Create, maintain, and improve technical documentation, troubleshooting guides, and internal knowledge base content
• Mentor and support Tier 1 and Tier 2 engineers through coaching, technical training, and escalation readiness
• Identify recurring issues and contribute to continuous improvement of support processes and service delivery

Requirements:

• 8–10+ years of experience supporting Microsoft enterprise environments in a customer-facing or MSP/partner capacity
• Expert-level hands-on troubleshooting experience with Microsoft cloud services, including: Azure (IaaS/PaaS fundamentals), Microsoft 365, Microsoft Teams, Entra ID (Azure AD)
• Strong experience supporting hybrid and on-premises Microsoft infrastructure, such as: Active Directory Domain Services (AD DS), Windows Server environments, Group Policy and authentication services, Hybrid identity and directory synchronization (Entra Connect/AAD Connect)
• Proven experience acting as a Tier 3 escalation engineer supporting high-priority customer-impacting issues
• Familiarity with Microsoft Partner Network support models and escalation pathways, including Premier Support for Partners (PSFP)
• Strong understanding of Microsoft licensing concepts and how they impact customer environments
• Ability to manage multiple concurrent escalations while maintaining high quality, urgency, and professionalism
• Excellent communication skills, including comfort leading technical discussions with customers on-camera
• At least one advanced or expert-level Microsoft certification (preferred examples: Azure Solutions Architect Expert, Microsoft 365 Enterprise Administrator Expert)
• Prior experience working at a Microsoft Partner, MSP, or Microsoft Unified/Premier Support organization
• Deep expertise in one or more specialty areas: Azure networking and connectivity troubleshooting, Exchange Online and hybrid Exchange environments, Security and Conditional Access policies, Intune and endpoint management
• Experience performing root cause analysis and contributing to long-term corrective actions
• Strong documentation and knowledge-sharing habits, including building repeatable troubleshooting playbooks
• ITIL or structured incident/problem management experience