Technical Support Engineer - VTS (Azure & Modern Workplace)

TL;DR

Technical Support Engineer - VTS (Azure & Modern Workplace): Own and resolve complex Microsoft cloud support cases across Azure infrastructure and Modern Workplace (M365/O365), with an accent on advanced diagnostics, identity/authentication troubleshooting, and multi-layer incident response. Focus on driving end-to-end resolution as a senior L0/L1/L2 escalation point, creating runbooks and tooling, and partnering with Product/Engineering/SRE to eliminate root causes.

Location: Brasília, Brazil

Company

hirify.global provides technology and support services for enterprise customers.

What you will do

• 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 using log analysis, Azure Monitor/Log Analytics, KQL, API tracing, Postman flows, and M365 tenant-level investigations.
• Troubleshoot multi-layer issues spanning infrastructure, identity, networking, SaaS integrations, licensing, and CSP provisioning.
• Act as a senior technical escalation point for Microsoft vendor tickets and 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, improve platform reliability, and deliver exceptional customer support experiences.

Requirements

• 5–8+ years of experience in Azure/M365 technical support, cloud engineering, or solutions engineering.
• Expert proficiency in Azure services and M365 architecture, including Exchange/Teams/SharePoint/Intune administration.
• Strong scripting skills in PowerShell, Python, and/or Bash.
• Deep diagnostic experience with Azure Monitor, Log Analytics, KQL, Entra ID troubleshooting, OAuth/OpenID, and Graph API.
• Strong networking fundamentals (DNS, TCP/IP, routing, SSL/TLS).
• Experience with ticketing tools (Zendesk, Jira, or ServiceNow) and strong customer communication skills.

Culture & Benefits

• Hands-on, investigative, customer-centric support role with ownership and urgency.
• Ability to work independently in fast-moving, ambiguous, high-impact environments.
• Flexibility to work some weekends and later hours to support a 24x7 business.