Cloud Support Engineer

Practice/Department: - Cloud Services / Managed Services\n\nPosition Title: - Azure Cloud Engineer\n\nJob Family: Cloud Services\n\nPosition Location: - Puebla / Remote\n\nReports to: - Managed Services\n\nJob Summary:\n\nThe Azure Cloud Engineer is responsible for the design, implementation, support, and optimization of solutions within the Microsoft Azure platform. This role plays a critical part in ensuring the reliability, security, and scalability of customer environments while supporting ongoing operations in a managed services context. The engineer collaborates with cross-functional teams to deliver high-quality cloud services aligned with business and customer objectives.\n\nEssential Functions:\n\nMonitor and manage service requests, incidents, and changes in accordance with defined SLAs and operational procedures.\nProvide L2/L3 technical support for Azure-based environments, ensuring timely resolution and customer satisfaction.\nActively participate in incident response, escalation handling, and root cause analysis (RCA).\nMaintain clear and proactive communication with internal teams and customers regarding service status and risks.\nDesign, deploy, and maintain Azure infrastructure (IaaS and PaaS) in line with best practices.\nImplement and manage identity, security, and governance solutions (Azure AD, RBAC, PIM, Policies).\nOptimize cloud environments for performance, cost, scalability, and reliability.\nDevelop and maintain Infrastructure as Code (IaC) using ARM, Bicep, or Terraform.\nSupport onboarding of new environments and customers into managed services.\nCollaborate with architecture, security, and application teams to ensure integrated solutions.\nMaintain accurate technical documentation, runbooks, and standard operating procedures.\nContinuously evaluate new Azure features and recommend improvements to existing environments.\nParticipate in on-call rotations and support activities as required.\nExperience working within a Managed Services or MSP environment is highly preferred.\nExposure to multi-tenant environments and shared service delivery models.\nUnderstanding of cost management and FinOps principles in Azure.\n\nRequired Skills/Abilities/Competencies:\n\nAzure Virtual Machines, Storage, Networking (VNet, NSG, UDR)\nAzure WAN Knowledge\nAzure SQL Server Deployments\nAzure Active Directory, RBAC, PIM\nAzure Security services (Defender for Cloud, Key Vault, Firewall, DDoS Protection)\nExperience with Azure App registrations and EntraID.\nAzure DNS expertise.\nMonitoring and logging tools (Azure Monitor, Log Analytics, Application Insights)\nExperience building and managing Hub-and-Spoke network architectures.\nProficiency in Infrastructure as Code tools (ARM, Bicep, Terraform).\nStrong troubleshooting skills across cloud, network, OS (Windows/Linux), and application layers.\nKnowledge of backup, disaster recovery, and high availability design.\nExperience with automation (PowerShell, Azure Automation, scripting).\nFamiliarity with DevOps practices and CI/CD pipelines is a plus.\nStrong analytical and problem-solving capabilities in complex environments.\nCustomer-focused mindset with ability to manage expectations effectively.\nExcellent communication skills (verbal and written) in English.\nStrong knowledge in Azure Backup and ASR.\nStrong organizational and time management skills with the ability to prioritize workload.\nAbility to translate technical concepts for non-technical stakeholders.\nProactive approach to identify improvements and preventing issues.\nEffective collaboration with distributed and cross-functional teams.\n\nEducation and Experience:\nBachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).\n5+ years of overall IT experience, with 3+ years focused on Microsoft Azure.\nRequired / Preferred Certifications: AZ-104: Azure Administrator Associate (preferred/expected)\nAZ-500: Azure Security Engineer (preferred) , AZ-305: Azure Solutions Architect Expert (plus)\nITIL Foundation (preferred)\n\nPhysical Requirements:\nPrimarily sedentary work in an office or remote environment.\nAbility to work occasional extended hours or participate in on-call rotations.\nProlonged periods working on a computer and handling multiple systems simultaneously.\nWe are an equal opportunity employer and value diversity at our company.