Senior Cloud Support Engineer

2 weeks ago


St Louis, Missouri, United States US Cloud Full time

Position Overview:

As a Senior Cloud Support Engineer at US Cloud, you will play a pivotal role in representing our organization through various communication channels including phone, email, and web. Your primary responsibility will be to assist clients and partners in the deployment, operation, and troubleshooting of Microsoft technologies such as Windows Server, Office 365, Azure, SharePoint, Exchange, SQL, Skype, System Center, and Dynamics. This role offers the opportunity to build strong client relationships while effectively managing complex situations to drive client success.

Location: Remote, US

Key Responsibilities:

  • Ensure high levels of client and partner onboarding satisfaction and ticket resolution.
  • Facilitate client success and promote the adoption of Microsoft technologies.
  • Streamline onboarding processes and ticket resolution to minimize time and costs.
  • Deliver quality data to support service enhancements.
  • Act as an escalation point for client support tickets.
  • Engage in proactive account management, identifying performance issues and developing effective solutions.
  • Analyze trends and common challenges across clients to enhance service delivery.
  • Create tailored deliverables to meet client needs and support a mobile-first, cloud-first strategy.
  • Participate in strategic service delivery planning to strengthen client relationships.
  • Collect and integrate client feedback on products and services into decision-making processes.
  • Optimize resource allocation to enhance the client experience.
  • Establish and communicate realistic performance objectives and standards.
  • Develop comprehensive plans that address potential challenges and their implications.
  • Provide stakeholder support throughout deployment to mitigate or resolve technical issues.
  • Identify opportunities for collaboration to drive business outcomes.
  • Communicate business value effectively to strengthen client and partner relationships.
  • Gather and provide actionable feedback regarding the client and partner experience.
  • Enhance existing intellectual property or create new solutions as needed.
  • Support client change management and initiative adoption efforts.
  • Understand client requirements and align the adoption of Microsoft solutions accordingly.
  • Contribute to meetings to articulate service offerings to clients.
  • Foster credibility and loyalty with clients and partners by sharing relevant expertise.

Basic Qualifications:

  • 8+ years of experience with Microsoft technologies.
  • 5+ years of experience with Windows Server.
  • Proficiency in Active Directory/Azure AD and DNS.
  • Experience in technical documentation.
  • Demonstrated ability to work effectively in a virtual environment.
  • Strong analytical and problem-solving skills.
  • Comfortable communicating with diverse audiences.

Preferred Qualifications:

  • Relevant certifications in Microsoft technologies.

Education/Training:

  • A degree in Computer Science, Management Information Systems, Business, or a related field, or equivalent professional experience.


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