Senior Cloud Support Engineer

- Act as the final escalation point for complex 2nd and 3rd line technical issues across Microsoft 365, Azure, networking, security, and on-premise / hybrid environments. - Take ownership of major incidents, leading technical diagnosis, resolution, and post-incident reviews. - Provide clear technical communication to internal teams and, where appropriate, directly to customers. - Act as a technical authority for one or more core platforms (e.g. Microsoft 365, Azure, Security, Backup & DR, Networking). - Define, maintain, and improve technical standards, configurations, and best practice documentation. - Support the evaluation, introduction, and optimisation of tools, services, and automation across the support stack. - Coach and mentor 1st and 2nd Line Engineers, supporting their technical development and confidence in issue resolution. - Contribute to internal training sessions, runbooks, SOPs, and knowledge base articles. - Promote a culture of structured troubleshooting, root cause thinking, and continuous learning. - Proactively identify technical risks, recurring issues, and single points of failure across customer environments. - Support security hardening, conditional access, backup, disaster recovery, and compliance initiatives. - Work closely with Cloud Solutions and Projects teams to ensure secure-by-design implementations. - Work closely with Service Delivery, Customer Success, and Account Management to support customer outcomes. - Feed technical insight into service reviews, problem management, and service improvement plans. - Champion automation and efficiency improvements to reduce noise, repeat incidents, and manual effort.