L2 Cloud Support Technician

SquareTrade

. Manage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback .

Posted 10/30/2026full-timeRemote • Brisbane • California • United StatesMid-LevelSenior💰 $23 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing technical support operations, including performance monitoring, team development, and process improvement initiatives. Proficient in cloud support operations and service delivery models, with a strong focus on achieving KPIs and SLAs.

Highest-signal resume keywords

Team Performance ManagementCloud Support OperationsKPI/SLA ManagementProcess ImprovementStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportCloud OperationsData AnalyticsPerformance Metrics MonitoringEscalation HandlingWorkflow ManagementService Delivery ModelsProcess EnhancementAutomationMicrosoft 365

Soft Skills

CoachingCollaborationEmployee DevelopmentProblem SolvingPrioritization

Industry Keywords

Service ContinuityOperational IssuesContinuous ImprovementSupport OperationsTicket QueuesSLA AdherenceKnowledge SharingOperational PlanningCross-Functional CoordinationFast-Paced Environment

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Manage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback
Support hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity
Execute team objectives by balancing priorities, resolving operational issues, and delivering against service and quality targets
Oversee day-to-day support operations, including ticket queues, workflow management, and adherence to SLAs
Serve as escalation point for operational and technical issues, coordinating resolution within established processes
Monitor performance metrics and dashboards to identify trends, risks, and areas for improvement
Lead continuous improvement efforts, including process enhancements, knowledge sharing, and adoption of tools, automation and AI support
Partner with leadership and external stakeholders to provide input into operational planning, service improvements, and new service offerings
Communicate priorities, policies, and performance updates to ensure alignment and accountability across the team
Support onboarding, training, and development initiatives to build team capability and performance
Ensure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes
Collaborate with internal partners to address support challenges and enhance service delivery
Serve as a point of contact for escalations and support operational processes and coordination with partner teams

Requirements

What you’ll need

Bachelor’s degree and 5+ years of experience in technical support, cloud operations, or a related field
Experience leading or supervising team members in a support or operations environment
Working knowledge of cloud support operations and service delivery models (Microsoft 365 experience preferred)
Experience managing performance and supporting results against KPIs/SLAs including reporting and data analytics
Experience with escalation handling and cross-functional coordination
Ability to manage priorities in a fast-paced operational environment
Experience supporting process improvement or efficiency initiatives
Strong communication and collaboration skills
Commitment to employee development, coaching, and engagement
SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position
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