Engineer - Cloud & Infra Management

Support Engineer Azure Subscription Management Support Commerce Support

* **Experience Required:** 1 to 6 Years

* **Work Mode:** Rotational Shifts (Including Night Shifts & Rotational Week Offs)

* **Domain:** Cloud Technical Support / Customer Operations

## **About the Role**

We are seeking a dynamic, customer-focused, and technically inclined professional to join our support team. In this role, you will act as the first point of contact for our clients, assisting them with foundational inquiries and technical issues related to cloud environments. If you excel at communication, love solving problems, and want to kickstart or grow your career in cloud computing, this is the ideal opportunity for you.

## **Key Responsibilities**

* **Customer Support:** Handle incoming technical support requests and inquiries via multiple channels (email, chat, or phone) with a high degree of professionalism and empathy.

* **Issue Resolution:** Diagnose and troubleshoot basic technical issues, providing accurate and timely solutions to customers.

* **Azure Cloud Assistance:** Utilize a basic understanding of Microsoft Azure to guide clients, navigate cloud infrastructure questions, and assist with initial setup or configuration queries.

* **Escalation Management:** Document customer issues meticulously and escalate complex technical problems to advanced engineering teams when necessary.

* **Client Satisfaction:** Deliver exceptional customer service experiences, ensuring high satisfaction ratings and fostering positive client relationships.

## **Key Requirements & Qualifications**

* **Experience:** 1 to 6 years of professional experience in technical support, IT helpdesk, or customer-facing operations.

* **Cloud Knowledge:** A foundational understanding of the **Microsoft Azure** cloud platform and its core services (certifications like Azure Fundamentals are a strong plus).

* **Communication Skills:** **Excellent verbal and written communication skills**, with the ability to explain technical concepts clearly to diverse clients.

* **Customer Handling:** Proven ability to manage customer expectations, handle escalations with patience, and deliver client-first solutions.

* **Shift Flexibility:** Must be comfortable working in **rotational shifts (including night shifts)** and **rotational week offs** based on operational needs.