L2 Cloud Support Technician

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $23 - $31 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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SquareTrade

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛡️ Insurance

🛒 Retail

💰 $238M Private Equity Round on 2012-01

Insurance • Retail • Consumer Electronics

SquareTrade is a company that offers protection plans for consumer electronics and appliances through its parent company, Allstate Protection Plans. It provides comprehensive protection and warranty services for items such as smartphones, TVs, furniture, and major appliances. Known for its innovative approach in the protection plans sector, SquareTrade focuses on providing hassle-free, reliable service to its customers, including same-day phone repairs and easy online claims filing. It partners with leading retailers and mobile carriers in North America, Europe, Japan, and Australia, and its protection plans are preferred by a significant number of consumers over competitors. With a strong commitment to excellent customer service, SquareTrade ensures peace of mind to its customers by safeguarding their purchases with trusted protection solutions.

📋 Description

• Provide live assistance to Cloud L1 technicians in the Cloud Escalations room and take ownership of escalated cases when needed • Provide advanced break/fix and cloud remediation support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, Purview, and Copilot • Open, monitor, and drive Microsoft support cases through Partner Center on the customer’s behalf, remaining the primary point of contact until resolution, and escalate stalled cases through management • Review and approve Cloud L1 requests to open Microsoft tickets, and take ownership of all Severity A issues • Troubleshoot GDAP relationships, delegated access, and Conditional Access policies that affect partner access to customer tenants • Provide best-effort root cause analysis using available logs, traces, and service health data • Isolate issues involving third-party products and hybrid environments that affect the Microsoft 365 tenant, and refer customers to the appropriate vendor or team • Apply CSP scope boundaries consistently, routing out-of-scope requests to the correct team • Achieve and maintain a high level of customer satisfaction and contribute to CSAT, NPS, and quality goals • Use Salesforce as the system of record to document troubleshooting, customer communication, Microsoft case updates, work time, and activities • Identify customer needs beyond break/fix scope and route them to the appropriate account team • Remain up to date on Microsoft 365, Entra ID, Intune, and Copilot technologies, tools, and capabilities • Research and train on emerging Microsoft cloud technologies and pursue relevant Microsoft certifications • Assist in developing functional designs, processes, training, and support procedures • Develop and refine runbooks, knowledge articles, and best-practice documentation • Support new-product readiness by testing, documenting scope, and training other technicians • Support work with Microsoft, partner account teams, and third-party vendors to deliver value to clients • Mentor and guide Cloud L1 technicians in their professional and technical development

🎯 Requirements

• Customer satisfaction as a priority within the scope of work outlined by SquareTrade and our clients • Ability to work with and understand the levels of technical expertise they will interact with • Ability to manage and document time and activity without immediate supervision • Ability to work independently and manage multiple tasks and case assignments • 3+ years of relevant professional experience in a Microsoft 365 or cloud support environment • 3+ years of client facing technical experience • Ability and discipline to work in a fast paced and organizationally complex environment • Able to effectively adapt to rapidly changing technology to lead and manage workflow • Strong knowledge of Microsoft 365 administration and troubleshooting, including Exchange Online, Teams, SharePoint, and OneDrive • Technical proficiency including strong troubleshooting and problem-solving skills • Experience identifying and reporting on gaps in peer skillsets • Ability to assist with documenting skill requirements and required certifications for roles/positions • Knowledge of governance and security best practices and experience applying these to solve client problems • Strong working knowledge of Microsoft Entra ID, Conditional Access, MFA, Entra Connect, and Microsoft Intune • Experience with Microsoft Partner Center, CSP/NCE, and GDAP preferred, or the ability to learn quickly • Working knowledge of Active Directory, hybrid identity, domain management, permissions, and public DNS (MX, SPF, DKIM, DMARC) • Strong familiarity with hybrid Exchange and hybrid identity environments is a plus • SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position • Candidate(s) offered this position will be required to submit to a background investigation

🏖️ Benefits

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA) • Up to 4% company match into 401(k) and contributions into your company-sponsored pension • $75/month budget to help prioritize your physical wellbeing • $80/month stipend to subsidize connectivity costs • Mental health resources including free 1:1 therapy, coaching sessions and digital resources • Supportive leave policies • Generous PTO Policy in addition to 9 Company Holidays • Tuition reimbursement up to $5,250 per year • Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team • Various corporate perks and discounts

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