Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The role We are thrilled to announce an opportunity to join our team as: Azure Cloud Support SoftwareOne Full-time | San José Role overview As an Associate Consultant – Azure, you will provide advanced technical support across a broad range of Microsoft Azure services. Acting as a Level 2 engineer, you’ll manage incidents and service requests escalated from L1 engineers, contribute to platform stability, and ensure an excellent customer experience through efficient, reliable troubleshooting and clear communication. You will also work closely with SoftwareOne’s L3 engineers and Microsoft Support for complex issues that require backend access or advanced diagnostics. This role requires a blend of scripting, platform knowledge, documentation, and collaboration skills. Key Responsibilities Provide 24x7 support for Azure-related incidents and requests escalated from Level 1. Deliver hands-on troubleshooting using the Azure Portal, PowerShell or CLI. Collaborate with L1s to document solutions and automate repetitive tasks. Escalate cases appropriately to L3 or Microsoft with strong case summaries. Maintain accurate and timely updates in the ticketing system (e.g., ServiceNow). Contribute to knowledgebase and internal playbooks. Maintain high customer satisfaction through effective communication and ownership. Continuously develop technical skills and certifications in Azure. Operate within the CSP support model, escalating cases to Microsoft only when backend platform access is required. Coach L1 engineers by documenting and transferring recurring solutions. Drive root cause analysis and develop preventive guidance for repetitive incidents. Meet team targets for ticket hygiene, timely responses, and customer satisfaction (CSAT). What we need to see from you Profile Degree in Systems Engineering, Information Technology, Computer Science, or related fields. Specialization or certification in IT Service Management (ITIL Foundation preferred). Proven experience managing cloud infrastructure and support operations in Microsoft Azure. Experience working in ticket-based environments such as ServiceNow. Hands-on experience with operating systems administration (Windows required; Linux desirable). Familiarity with scripting in PowerShell, Python, or Bash, and with version control tools (GitHub or similar). Technical Skills Experience with Azure services (IaaS and PaaS). Proficiency in core Azure components: Virtual Machines, Networking (VNETs, VPNs, NSGs), Storage, App Services, Identity, Monitoring, and Backup. Ability to manage and troubleshoot Azure containers (ACI & AKS), resource groups, and governance tools (policies, locks, tags). Experience with backup and recovery using Recovery Services Vault. Understanding of ITIL principles and IT operations best practices. Microsoft Azure Administrator certification (AZ-104) required; additional certifications (e.g., AZ-305, AZ-700) are a plus. Soft Skills Strong troubleshooting and diagnostic capabilities. Clear and effective communication in English (written and verbal). Empathy, active listening, and customer-first mindset. Accountability and task ownership. Strong collaboration with peers across different support levels (L1/L2). Proactive approach to process improvement and automation. Good organization, planning, and time management skills. Why should you join? Creative culture with lived values that foster a supportive and appreciative work environment. Employee recognition programs. A variety of training and continuous development opportunities. Work-life balance and flexible collaboration. Referral bonus program. Multicultural interaction and global team experience. Opportunities to contribute to society through employee-led initiatives. Access to the latest technologies for internal projects and client solutions. Corporate events, community involvement, and much more! Job Function Software & Cloud Services