Senior Technical Support Specialist - Level 2 WFH

Cloudstaff; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Company PC/Laptop

Fiber internet connection

Weekly perks (coffee, meals)

Career advancement opportunities

Mental wellness program

Employee referral bonuses

CS Social Clubs

International career growth

Job summary

Cloudstaff is seeking a Senior Customer Support Specialist / Level 2 in the Philippines to provide advanced technical support to customers and serve as a senior resource for the support team. You will resolve complex issues across Microsoft 365, domains, DNS, hosting, migrations and cloud services, mentor Level 1 agents, and collaborate with regional and global teams to sustain high CSAT and SLA adherence.

Strong English communication and a background in cloud/IT support are required, with

Qualifications

• 2+ years experience in Level 2 Cloud/IT Support.
• Strong MS 365, DNS, hosting and email skills.
• Experience with migrations and backups.
• Solid identity and access management knowledge.
• Microsoft SC-300 certification preferred.

Responsibilities

• Provide Level 2 technical support for complex issues.
• Troubleshoot MS 365, DNS, hosting, and cloud services.
• Mentor Level 1 team members and escalate when needed.
• Maintain SLA, CSAT, and KPIs.
• Collaborate with PH-based support and global teams.

Skills

Level 2 Support

Microsoft 365

Domains & DNS

Hosting & VPS

Email Services

Cloud Migrations

Backups

Identity & Access Mgmt

Plesk & WHMCS

English Communication

Mentoring

Australian Experience

Bachelor's Degree

SC-300 Certification

Education

Bachelor's Degree

Job description

Job Description

About the Role

The Senior Customer Support Specialist / Level 2 will provide advanced technical support to customers while acting as a senior technical resource and 2IC for the support team.

The role will be responsible for resolving complex technical issues, supporting escalations, mentoring Level 1 team members, and helping maintain a high standard of technical and customer service delivery.

Key Responsibilities

1. Provide Level 2 technical support for complex customer issues and escalations.
2. Troubleshoot and resolve issues across Microsoft 365, Office 365, domains, DNS, hosting, email, migrations and cloud services.
3. Support and troubleshoot Microsoft 365 administration, including identity, access and user management.
4. Manage more complex hosting-related issues involving VPS, shared hosting, domains, backups, Plesk and WHMCS.
5. Assist with Microsoft 365 and cloud migrations, including planning, troubleshooting and post-migration support.
6. Act as a technical escalation point for Level 1 support staff.
7. Coach, mentor and assist in training junior team members.
8. Work closely with PH-based support, account teams and global operations to resolve complex customer issues.
9. Maintain strong customer relationships and provide clear, professional communication throughout the resolution process.
10. Identify recurring issues and contribute to process improvements, documentation and knowledge sharing.
11. Assist the Team Lead with technical guidance, workload coordination and day-to-day team support.
12. Maintain agreed SLA, CSAT and support KPIs while handling more complex technical matters.

Qualifications and Requirements

Qualifications and Requirements

• 2+ years of experience in Level 2 Cloud/IT Support or equivalent technical experience.
• Strong hands-on experience with:
  • Microsoft 365 / Office 365
  • Domains and DNS
  • Hosting and VPS environments
  • Email services
  • Microsoft 365 / cloud migrations
  • Backups
• Advanced knowledge of Microsoft 365 administration.
• Experience troubleshooting complex technical issues and escalations.
• Strong understanding of identity and access management.
• Experience with Plesk and WHMCS is preferred.
• Strong English communication skills, both verbal and written.
• Experience mentoring, coaching or supporting other IT team members.
• Previous experience working with Australian companies is preferred but not essential.
• Bachelor’s degree or higher preferred, but not essential.
• Microsoft certification preferred, particularly SC-300 (Identity and Access Administrator).

Perks and Benefits

• Benefits and Perks
  Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent
  Flexible leave credits for vacation, emergency and sick leave
  Professional development and training opportunities
  Quarterly perks boxes for WFH staff
  Mid-Year Parties with giveaways and cash prizes
  Career advancement opportunities
  Company-provided PC/Laptop and fiber internet connection
  Weekly office perks including free coffee, meals and Beer Fridays
  First-class workplace with VIP lounge and game rooms
  CS Social Clubs and Special Interest Groups
  International career growth and connections
  Unlimited cash incentives for successful referrals
  Mental Wellness Employee Assistance Program through Lifeworks
  In-house psychiatrist support
  Employee Share Units program
  Cloudstaff Dream Points for useful lifestyle and home items