COMPANY SUMMARY:
Xcelocloud is a global multi-vendor support service that provides seamless advanced engineering and support for market-leading technology vendors—all within a single, robust platform. As technology evolves, organizations face increasing pressure to boost efficiency, enhance customer experience, and meet growing business demands. At Xcelocloud, we rise to this challenge by delivering streamlined solutions that simplify the complexities of multi-vendor environments, helping enterprise companies achieve more with less. Our services are exclusively offered through value-added resellers and distributors, who white-label or leverage Xcelocloud’s expertise to power their offerings.
We’re a fully remote, globally distributed team setting new benchmarks for tech-enabled support services in today’s digital world. By empowering a modern workforce with flexibility and autonomy, we’re shaping the future of work while ensuring top-tier support for our customers. At Xcelocloud, we believe that building a strong culture in a remote environment comes from hiring highly skilled, empathetic individuals who collaborate, innovate, and uplift each other daily. If you’re ready to be part of a forward-thinking team driving excellence in IT support, we’d love to have you on board!
JOB SUMMARY:
Join our team as an experienced Tier 4 Support Engineer to support our elite technical escalation team. This role is responsible for diagnosing and resolving the most complex issues that arise within our Azure IaaS, PaaS, and Data & AI environments. As a senior escalation engineer, you will serve as a technical authority, troubleshooting critical customer issues, and providing deep technical expertise to drive resolutions across multiple domains.
The ideal candidate has extensive experience with Microsoft Azure, cloud computing, networking, operating systems (Windows/Linux), application-level troubleshooting, and enterprise security. This role requires a high degree of technical problem-solving, the ability to work under pressure, and a strong customer-oriented mindset.
RESPONSIBILITIES:
- Review and resolve highly complex technical issues across Azure IaaS, PaaS, and Data & AI, ensuring minimal downtime and maximum efficiency.
- Act as a senior escalation point for Tier 3 engineers and other technical teams, guiding them in resolving critical and challenging cases.
- Engage directly with customers to understand technical issues, provide troubleshooting guidance, and keep them informed throughout the resolution process.
- Utilize advanced debugging and diagnostic tools to analyze problems, determine root causes, and drive issue resolution.
- Collaborate with Microsoft and third-party vendors when required, ensuring timely resolution of issues beyond our internal scope.
- Drive knowledge sharing by creating documentation, developing training sessions, and mentoring junior engineers.
- Perform proactive analysis to identify patterns in recurring issues and propose long-term solutions to prevent future escalations.
- Lead and contribute to enterprise security design and troubleshooting strategies to ensure system integrity and data protection.
QUALIFICATIONS:
- Azure IaaS Expertise
- Strong experience in Microsoft Azure architecture (Fabric, Compute, Storage).
- Proficient in Windows Server and Linux (RedHat, Ubuntu, etc.) administration and troubleshooting.
- Expertise in network configuration, subnetting, VPNs, HTTP, TCP/IP, Proxy services, iptables, and routing.
- Experience in web server troubleshooting (IIS, Apache, Tomcat, PHP).
- Ability to fine-tune network performance and diagnose bandwidth or routing issues.
- Strong understanding of enterprise security best practices.
- Azure PaaS Expertise
- Development experience with .NET Core, ASP.NET, Java, Node.js, Python, PHP, Ruby, and WordPress.
- Ability to diagnose and troubleshoot application-level issues in cloud-based environments.
- Familiarity with OSS technologies (Docker, Linux, CI/CD pipelines) and cloud implementation best practices.
- Azure Data & AI Expertise
- Hands-on experience with Big Data technologies like Hadoop, Spark, Databricks, HBase, Kafka.
- Strong understanding of SQL Server, MySQL, PostgreSQL, and data warehouse solutions.
- Experience with Microsoft Business Intelligence tools like Power BI and Analysis Services.
- Knowledge of MongoDB, ETL processes, and data architecture is a plus.
- Proficiency in Java, C#, or Python is a strong advantage
EEO Statement: We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.
ADA: If you require accommodations during the application process, please contact recruiting@xcelocloud.com (mailto:recruiting@xcelocloud.com). Applicants must be legally authorized to work in the United States.
We are a drug-free workplace and an equal opportunity employer that welcomes all qualified candidates to apply for open positions. Xcelocloud is committed to providing a safe and secure environment for its staff. All offers of employment are subject to and contingent upon the successful completion of a background check.