{"id":2808901,"url":"https://alion.io/job/lenovo-csp-senior-engineer","title":"CSP Senior Engineer","company":{"id":15044,"name":"Lenovo","domain":"lenovo.com","url":"https://alion.io/company/lenovo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Avature","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":31000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":23},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-18T08:31:22Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-18T12:05:46Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Cloud Services Technical Support Engineer （L2）\nThe Cloud Services Technical Support Engineer is a critical member of the SAAS Support team. Strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents. Support Engineers must resolve the most complex customer problems, often collaborating with Cloud software Level 3 support teams. Cloud Services Technical Support Engineer must be experienced remote support agents within a direct contact center environment. Engineer must have strong technical background in MS Azure and Office 365 Cloud products\nWe’re looking for a professional who is well-rounded and customer-focused, with a love for solving problems. As a Tier 2 Cloud Services Technical Support Engineer you will be a part of an award-winning support team that provides Azure, M365 customers and other Cloud technologies the highest level of support while working on an industry-leading product.\nExcellent communication, customer escalation handling, Team management skills, proactiveness & punctuality are essential part of this position. Candidates may undergo a detailed interview process consisting of technical scenarios, customer skill vetting, as well as role play interviewing and hands-on problem recreation and problem resolution testing.\nJob Functions\nResearch, troubleshoot and resolve technical issues involving Microsoft Office 365, Azure Cloud Platform, Other Cloud & SaaS Products.\nUnderstand the language/terms/jargon in his/her area of expertise.\nDocument all technical inquiries and develop content for knowledge base.\nSupport key internal initiatives involving pre-release testing, validation, and documentation.\nCollaborate in a fast-paced environment with multiple internal teams for account & subscription management.\nProvide knowledge transfer and informal training to clients and co-workers.\nWork with L1 & L1.5 to manage aligned team Cases & Escalation.\nAccurately represent their business unit’s needs to the project team.\nOversee the day-to-day operations of the Technical Support Team.\nAct as the “go to” person within a department or function for questions and problems within his/her area of expertise.\n\nKey Responsibilities\nundefined\nAct as a senior agent who will drive customer satisfaction through customer support\nProvide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions\nAct as a mentor and provide oversight, coaching, and training to technical support staff\nBe the point of contact when it comes to technical escalations\nRecord and track team SLAs and workflows\nProvide support where needed for both internal and external customers.\nClearly communicate escalated issues to Tier 3 and product managers as needed\nManage and report on all incoming technical support inquiries\nOn-board all new technical support team members\nAssist in the creation of the team KPIs as well as monitor and report on results\nBe actively involved with the operational delivery and UAT if required for new product and feature releases\nMonitor team performance and report on metrics\nEnsure that all customer inquiries and issues are solved correctly and in a prompt and professional manner\nWork to create any relevant support material for the team\nProvide a feedback loop to wider staff and customers on resolved and in progress problems and incidents\nImplement any necessary preventive measures to reduce customer faults and issues\nReview all technical support related processes and documentation for continuous improvement\nAssist in the creation and implementation of customer self-service material and tools\n\nRequired Skills:\nAt least 3-5 year of experience in technical support in M365, Azure based products.\n3-5 years of experience in Technical Support and Ticketing Software Skills\nProven people management and leadership skills\nExcellent communicator, both oral and written\nStrong problem solving and communication skills\nLove being the first line of support and troubleshooting issues\nStrong analytical skills to investigate and resolve customer support tickets\nAble to multi-task efficiently under time pressure\nAble to work with cutting edge technology and assimilate information rapidly\nPrevious experience in managing customer focused teams\nProven experience in managing a service and support focused team culture\n3 Years plus experience in a Technical Support role\n\nEducation and Experience\nBachelor or higher Degree in Computer Science, Information Technology, or a related technical field. Added MBA is preferrable.\nMicrosoft Associate level certified on any or few cloud products. 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