L2 Cloud Support Technician

SquareTrade

. Provide live assistance to Cloud L1 technicians in the Cloud Escalations room and take ownership of escalated cases when needed .

Posted 11/3/2026full-timeRemote • Brisbane • California • United StatesMid-LevelSenior💰 $23 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Microsoft 365 administration and troubleshooting, with a strong focus on customer satisfaction and effective communication. Capable of managing escalated cases, mentoring technicians, and adapting to rapidly changing technologies.

Highest-signal resume keywords

Microsoft 365 AdministrationTroubleshooting SkillsCustomer Satisfaction FocusMicrosoft Partner Center ExperienceKnowledge of Conditional Access

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365 ServicesExchange OnlineTeamsSharePointOneDriveEntra IDIntuneDefenderPurviewGDAP

Soft Skills

Problem-Solving SkillsAbility to Work IndependentlyAdaptability to ChangeMentoring SkillsCustomer Communication

Tools & Technologies

SalesforcePartner CenterCSP/NCEActive DirectoryHybrid Identity

Certifications & Qualifications

Microsoft Certifications

Industry Keywords

Cloud SupportGovernance Best PracticesSecurity Best PracticesClient Facing ExperienceTechnical Expertise

Tech Stack

Tools & technologies

CloudDNS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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