Cloud Support Engineer

About the role

As part of Acuity Analytics’ Managed Services team, the Level 3 Cloud Support Engineer will act as the senior technical escalation point for customer Azure environments. You will own complex incidents, drive platform optimisation, security and governance, and continuously improve service delivery while collaborating with engineering, service delivery and customer teams.

Key responsibilities

• Lead major incident response, technical investigations and root‑cause analysis for Azure services.
• Mentor Level 1 and Level 2 engineers, providing guidance and knowledge transfer.
• Design, implement and optimise monitoring, alerting and automation using Azure Monitor, Log Analytics, Application Insights, Grafana and KQL.
• Develop Infrastructure‑as‑Code solutions with Terraform, Bicep and ARM templates and automate tasks via PowerShell, Azure CLI and Power Automate.
• Support customer migrations, modernisation, backup, disaster recovery and multi‑tenant Azure Lighthouse deployments.

Required profile

• 3+ years experience supporting Microsoft Azure in a Managed Services or multi‑customer environment.
• Proven ability to lead complex incidents, perform root‑cause analysis and manage problem resolution.
• Strong understanding of ITIL‑aligned incident, problem, change and service management processes.
• Excellent customer‑facing and stakeholder management skills, with the capacity to handle multiple environments and priorities.
• Willingness to participate in a 24 × 7 on‑call rotation.

Required skills

• Azure IaaS and PaaS services (VMs, App Services, Function Apps, Azure SQL, AKS, Azure Virtual Desktop).
• Azure networking, compute, storage, identity (Microsoft Entra ID, RBAC, Conditional Access, PIM) and security (Defender for Cloud, Azure Policy).
• Monitoring and analytics tools (Azure Monitor, Log Analytics, Application Insights, DCRs, Grafana, KQL).
• Infrastructure‑as‑Code (Terraform, Bicep, ARM templates) and scripting (PowerShell, Azure CLI).
• CI/CD pipelines (Azure DevOps, GitHub) and Azure Lighthouse / Microsoft Partner Center.