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‐day 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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