{"id":3540370,"url":"https://alion.io/job/squaretrade-l2-cloud-support-technician","title":"L2 Cloud Support Technician","company":{"id":6519,"name":"SquareTrade","domain":"squaretrade.com","url":"https://alion.io/company/squaretrade","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":23,"max":31,"currency":"USD","period":"hour","gross":null,"usd_annual":62000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-30T16:26:19Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-04T02:34:43Z","board_verified":false,"closed_at":"2026-11-04T02:34:43Z","days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"SquareTrade, Inc. d/b/a Allstate Protection Plans (“SquareTrade”) is one of the fastest-growing companies in its industry. We’re transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world’s most recognized retailers and carriers-Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we’re just getting started.\nAs part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and we’re expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.\n The Manager, Cloud Support Operations, is responsible for translating operational priorities into clear day-to-day plans and executing team objectives to deliver consistent, high-quality enterprise-level Microsoft Cloud Support Services. This role manages team performance, allocates resources, and ensures alignment to service level expectations while supporting continuous improvement across processes, tools, and workflows. The Senior Supervisor partners with cross-functional teams to resolve operational issues and is accountable for the productivity, engagement, and development of their team.\nOverview:\nLeads a cloud support team delivering technical support services, including ticket resolution and customer support activities.\nAccountable for day-to-day support operations, including ticket management, escalation handling, and service delivery performance.\nEnsures quality issue resolution, SLA adherence, and a consistent customer experience across support channels.\nPartners with CX Operations and cross-functional teams to support workforce planning, productivity, and customer satisfaction goals.\nLeads and develops individual contributors and/or team leads, including onboarding, performance management, and employee engagement.\nJob Duties and Responsibilities\nManage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback.\nSupport hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity.\nExecute team objectives by balancing priorities, resolving operational issues, and delivering against service and quality targets.\nOversee day-to-day support operations, including ticket queues, workflow management, and adherence to SLAs.\nServe as escalation point for operational and technical issues, coordinating resolution within established processes.\nMonitor performance metrics and dashboards to identify trends, risks, and areas for improvement.\nLead continuous improvement efforts, including process enhancements, knowledge sharing, and adoption of tools, automation and AI support.\nPartner with leadership and external stakeholders to provide input into operational planning, service improvements, and new service offerings.\nCommunicate priorities, policies, and performance updates to ensure alignment and accountability across the team.\nSupport onboarding, training, and development initiatives to build team capability and performance.\nEnsure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes.\nCollaborate with internal partners to address support challenges and enhance service delivery.\nServe as a point of contact for escalations and support operational processes and coordination with partner teams.\n Bachelor’s degree and 5+ years of experience in technical support, cloud operations, or a related field\nExperience leading or supervising team members in a support or operations environment\nWorking knowledge of cloud support operations and service delivery models (Microsoft 365 experience preferred)\nExperience managing performance and supporting results against KPIs/SLAs including reporting and data analytics.\nExperience with escalation handling and cross-functional coordination\nAbility to manage priorities in a fast-paced operational environment\nExperience supporting process improvement or efficiency initiatives\nStrong communication and collaboration skills\nCommitment to employee development, coaching, and engagement\n At SquareTrade you'll have access to:\nMedical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA) \nUp to 4% company match into 401(k) and contributions into your company-sponsored pension \n$75/month budget to help prioritize your physical wellbeing \n$80/month stipend to subsidize connectivity costs \nMental health resources including free 1:1 therapy, coaching sessions and digital resources \nSupportive leave policies \nGenerous PTO Policy in addition to 9 Company Holidays \nTuition reimbursement up to $5,250 per year to further your personal educational advancement desires \nHybrid work arrangements with regular investment in gatherings/offsites to spend time together as team \nVarious corporate perks and discounts \nSquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $23-$31 hourly\nSquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.\nThe candidate(s) offered this position will be required to submit to a background investigation.\nEffective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.\nFor jobs in San Francisco, please click “here ” for information regarding the San Francisco Fair Chance Ordinance.\nFor jobs in Los Angeles, please click “here ” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.\nTo view the “EEO Know Your Rights” poster click “here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.\nTo view the FMLA poster, click “ here ”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.\nSquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.\nBeware of Recruitment Fraud. For more information, please click “ here ”.","description_format":"text","description_chars":7785,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-30T19:00:40Z"},{"event":"close","at":"2026-11-04T02:34:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 23 · green card filings: 5","filings_12m":23,"filings_prev_12m":35,"green_card_filings_12m":5,"median_offered_wage_usd":151071,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":62000,"is_top_pay":false},"html_url":"https://alion.io/job/squaretrade-l2-cloud-support-technician","json_url":"https://alion.io/job/squaretrade-l2-cloud-support-technician.json","meta":{"generated_at":"2026-11-05T19:38:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26348,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6519},"rest":"https://alion.io/mcp/rest/get_company?id=6519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsquaretrade-l2-cloud-support-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsquaretrade-l2-cloud-support-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsquaretrade-l2-cloud-support-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/squaretrade-l2-cloud-support-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsquaretrade-l2-cloud-support-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3540370}},{"tool":"search_jobs","arguments":{"company":"squaretrade.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3540370},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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