Azure Cloud Support Engineer- Tier 2

SoftwareOne; Ciudad de México; Remote; MXN 420,000 - 700,000; Full time

Job summary

SoftwareOne in Mexico is seeking an experienced Azure Cloud Support Engineer to own the most complex customer cases, focusing on hybrid connectivity, networking and related services. This remote role supports clients across Mexico and coordinates with local teams to resolve incidents quickly and with clear communication.

You will troubleshoot advanced Azure issues, guide other engineers during escalations, and mentor peers by turning lessons from tough cases into practical runbooks and knowledge

Responsibilities

• Own escalations through resolution across networking, compute, storage, identity and monitoring.
• Lead live troubleshooting sessions with customer IT teams and explain business impact and next steps.
• Raise the quality of escalations by reviewing cases and giving clear feedback to engineers.
• Collaborate with Microsoft when needed and stay accountable for customer communication.
• Mentor and share knowledge by turning complex cases into runbooks and KB articles.

Job description

Azure Cloud Support Engineer- Tier 2
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.

What you’ll do

• 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.