Brasília, Brazil, Brazil
Hybrid
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Role Overview
We are looking for a seasoned, highly technical Azure & Modern Workplace Support Engineer who brings deep cloud expertise, passion for solving complex problems, and an unwavering commitment to customer success. This engineer operates as a senior L0/L1/L2 escalation point for Microsoft cloud issues—diagnosing, troubleshooting, and resolving a broad spectrum of Azure infrastructure, Modern Workplace (M365/O365), API, identity, and platform challenges.
This is a hands-on, investigative, customer-centric role requiring someone who is naturally curious, learns new technologies quickly, works independently with urgency, and thinks creatively under pressure. You will act as a technical leader in the support organization, partnering closely with Product, Engineering, SRE, and vendor teams to eliminate root causes, evolve our platform, and create world-class support experiences.
Key Responsibilities
• Own and resolve complex Azure and Modern Workplace service requests across Compute, Networking, Storage, Identity, Exchange Online, Teams, SharePoint, Intune, Defender, and Entra ID.
• Perform advanced diagnostics including log analysis, API tracing, Azure Monitor/Log Analytics, Postman flows, authentication debugging, and M365 tenant-level investigation.
• Troubleshoot multi-layer issues across infrastructure, identity, networking, SaaS integrations, licensing, and CSP provisioning.
• Serve as senior technical escalation point for Microsoft vendor tickets, driving urgency and ensuring end-to-end resolution.
• Lead incident response for high-severity issues.
• Create runbooks, KB articles, troubleshooting workflows, and internal tooling to scale support.
• Partner with Engineering/SRE/Product to share insights and drive platform reliability and supportability improvements.
• Identify recurring issues and recommend long-term engineering fixes.
• Engage directly with customers/partners on complex scenarios, delivering an exceptional support experience.
Who You Are
• Passionate technologist, natural problem-solver, creative thinker.
• Curious and continuously learning—stays current on Azure, M365, and emerging cloud trends.
• Customer-obsessed and can translate complex issues into simple explanations.
• Works independently with strong ownership, urgency, and accountability.
• Thrives in fast-moving, ambiguous, high-impact environments.
Qualifications
• 5–8+ years in Azure/M365 technical support, cloud engineering, or solutions engineering.
• Expert proficiency in Azure services, M365 architecture, Exchange/Teams/SharePoint/Intune administration.
• Strong scripting capabilities (PowerShell, Python, Bash).
• Deep diagnostic skills with Azure Monitor, Log Analytics, KQL, Entra ID troubleshooting, OAuth/OpenID, Graph API.
• Strong networking fundamentals (DNS, TCP/IP, routing, SSL/TLS).
• Experience with ticketing tools (Zendesk, Jira, ServiceNow).
• Excellent communicator with strong customer-handling capability.
• Experience with Datadog or similar observability tooling preferred.
• Azure certifications (AZ-104, AZ-305, AZ-500) preferred.
Flexibility working some weekends and later hours to help fulfill a 24x7 business