Azure Cloud Support Engineer- Tier 2

Are you the kind of Azure professional who thrives on untangling hybrid connectivity issues, leading live troubleshooting with customer IT teams, and turning tough cases into lessons the whole team can use?

If so, this opportunity is for you.

We're hiring an experienced Azure Support Engineer to own our most complex customer cases. You'll troubleshoot advanced Azure networking issues, work directly with customer IT teams, and guide other engineers through escalations. We want someone who takes ownership, works well with the team during high-severity incidents, fixes recurring problems before anyone asks, and enjoys helping others grow.

• Own escalations through resolution. You'll be the go-to engineer for complex Azure incidents across networking (VNets, peering, routing, hybrid connectivity, Azure Firewall, private endpoints, DNS, load balancing), compute, storage, identity and monitoring. You'll bring in specialists when a case spans several services.
• Lead live troubleshooting. You'll run sessions with customer IT teams and clearly explain business impact, findings and next steps during high-severity incidents.
• Raise the quality of escalations. You'll review cases headed to Microsoft, spot gaps in the investigation and give engineers clear feedback. You'll work with Microsoft when needed and stay accountable for customer communication.
• Stop repeat incidents. You'll investigate recurring issues, document what caused them and recommend lasting fixes.
• Mentor and share knowledge. You'll coach other engineers and turn lessons from complex cases into technical discussions, runbooks and knowledge base articles.

Remote | Guadalajara, Sonora, Hermosillo, Mexico City

Are you the kind of Azure professional who thrives on untangling hybrid connectivity issues, leading live troubleshooting with customer IT teams, and turning tough cases into lessons the whole team can use?

If so, this opportunity is for you.

We're hiring an experienced Azure Support Engineer to own our most complex customer cases. You'll troubleshoot advanced Azure networking issues, work directly with customer IT teams, and guide other engineers through escalations. We want someone who takes ownership, works well with the team during high-severity incidents, fixes recurring problems before anyone asks, and enjoys helping others grow.

• Own escalations through resolution. You'll be the go-to engineer for complex Azure incidents across networking (VNets, peering, routing, hybrid connectivity, Azure Firewall, private endpoints, DNS, load balancing), compute, storage, identity and monitoring. You'll bring in specialists when a case spans several services.
• Lead live troubleshooting. You'll run sessions with customer IT teams and clearly explain business impact, findings and next steps during high-severity incidents.
• Raise the quality of escalations. You'll review cases headed to Microsoft, spot gaps in the investigation and give engineers clear feedback. You'll work with Microsoft when needed and stay accountable for customer communication.
• Stop repeat incidents. You'll investigate recurring issues, document what caused them and recommend lasting fixes.
• Mentor and share knowledge. You'll coach other engineers and turn lessons from complex cases into technical discussions, runbooks and knowledge base articles.

• Experience in technical support, cloud or infrastructure engineering, including experience supporting production Azure environments.
• Advanced, hands-on Azure networking skills, including troubleshooting hybrid connectivity and routing with VPN Gateway, ExpressRoute and BGP.
• Hands-on troubleshooting of Azure VMs, storage accounts, RBAC and Azure Monitor using Network Watcher, Log Analytics, the Azure Portal, Azure CLI and PowerShell.
• Experience managing tickets and escalations in Zendesk and ServiceNow, plus strong written and verbal communication for both technical and nontechnical audiences.
• AZ-700 preferred; AZ-104 also valued alongside proven production networking experience. Experience at a managed service provider or in a 24/7 support environment is a plus.
• Advanced, C1 English level written and spoken

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well-being truly matter. These five key benefits reflect what sets us apart:

• Comprehensive health and well-being
• Continuous learning and career development
• Performance-based incentives and employee share participation
• Flexible and hybrid work models
• Engagement in global projects

SoftwareOne is a global pro