Cloud Support Engineer

Upland Capital Group, Inc. is an AM Best rated “A-” VIII specialty property/casualty insurer headquartered in Dallas, Texas. Through its wholly owned insurance carrier, Upland Specialty Insurance Company, the company markets, underwrites and services specialty insurance products in select markets to include excess transportation, construction casualty, excess casualty, primary general liability, excess public entity, professional liability errors and omissions as well as excess cyber liability. We focus on “old school” underwriting as a craft, add “new school” analytics and technology, and encourage a gritty, growth mindset among people called “we entrepreneurs.” As an Excess and Surplus (E&S) carrier, we face unique and interesting problems every day. We are seeking a Cloud Support Engineer to join our amazing team. Primary Function: Upland Capital Group is seeking a Cloud Support Engineer to provide Tier 1 support for our cloud-based platforms and integration services. This individual will serve as the first line of defense for technical support, helping ensure that our cloud workflows and services remain reliable, secure, and responsive to business needs. The role will focus on monitoring system health, responding to alerts and user inquiries, and resolving common issues related to cloud-based workflows, access, and service availability—particularly within Azure Logic Apps and related integration services. When issues exceed Tier 1 troubleshooting capacity, the Cloud Support Engineer will escalate to integration engineers for further triage and remediation. Daily activities include ticket triage, basic issue resolution, user communication, monitoring observability dashboards, and identifying recurring issues for long-term resolution. This role is critical to ensuring timely and effective response to operational events, contributing to a reliable and resilient technology environment. Duties and Responsibilities: 3-5 years of experience in IT support, systems operations, or cloud administration, preferably in an Azure-based environment Basic working knowledge of cloud services (primarily in the Azure ecosystem) and how they integrate in a business environment Monitor alerts and workflow failures, especially across Azure integration components Provide Tier 1 troubleshooting for access issues, workflow failures, and user-reported incidents, logging tickets as appropriate Coordinate with integration engineers for issues requiring deeper technical intervention Maintain clear documentation and logs of incidents, resolutions, and escalation paths Respond to and triage incoming support requests through email and ticketing systems Communicate effectively with both technical and non-technical users Demonstrate a high level of curiosity and willingness to understand our cloud environment and business processes Help identify opportunities for improving incident response workflows and documentation Define and socialize standard operating procedures for issue resolution and escalation Other duties as assigned by leadership Experience, Education, Special Skills Required: Bachelor's degree and 3+ years experience Ability to review run histories, interpret failure points, and take corrective actions such as resubmitting workflows or working with users to make updates in a source system/process Experience handling alert emails or monitoring notifications, identifying issue severity, and determining the appropriate course of action Familiarity with Azure access models (Entra, MSI, etc) and permission models across Box, Microsoft 365, and related systems to resolve basic access issues Understanding of how APIs, connectors, and message-based flows operate within cloud integration platforms Proficiency in documenting support tickets, troubleshooting steps, and outcomes using systems like Jira, Azure DevOps, or equivalent Experience using Azure CLI or PowerShell to assist in basic diagnostics or retrieve logs and metadata Ability to parse and understand JSON-based logs or responses, particularly from failed Logic App executions Disclosures: Pay Estimate: $ 115,000 - $125,000/year Other compensation: annual incentive program Benefits: health insurance including FSA and HSA options and free access to Teladoc, vision, dental, disability and life insurance, parental leave, responsible time off (unlimited vacation days without an accrual system), paid sick time as required by law, 401(k), tuition reimbursement and employee assistance program. Anticipated close date: October 17,2025