Azure Cloud Support Engineer — Tier 2 (Remote)

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

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