Jobs at Cloudbox

Serves as the primary technical advisor and client advocate for managed-service accounts. Responsibilities include service reviews, risk identification, escalation management, SLA oversight, infrastructure and cloud optimization, client onboarding, technical reporting, solution scoping, and continuous improvement. Requires strong client communication, IT infrastructure and Azure/Microsoft 365 knowledge, MSP experience, and the ability to translate technical issues into business impact.

Supports sales and client management through proposal preparation, CRM and PSA data maintenance, billing, reporting, renewals, supplier reconciliation, QBR coordination, onboarding, and offboarding administration. Ensures accurate pricing, pipeline records, invoices, contracts, and operational reports while collaborating with account managers, procurement, operations, and leadership.

Provides client-facing support for AI tools and integrations, resolving tickets across Claude, Microsoft 365 Copilot, Power Automate, and APIs. Builds and maintains integrations using Python, TypeScript/JavaScript, PowerShell, Azure Functions, Microsoft Graph, and Office add-ins. Configures Copilot agents, Claude workflows, MCP servers, and automation solutions; documents runbooks, delivers demos, evaluates emerging AI technologies, and contributes to AI governance. The role requires a rotating UK/US split shift and hybrid office attendance in Cape Town.

Own commercial accountability for a portfolio of financial-services clients, including renewals, contract accuracy, billing reconciliation, profitability analysis, upsell opportunities, proposals, and revenue growth. Lead quarterly business reviews, manage follow-ups, and protect Cloudbox’s commercial position while coordinating with technical and service delivery teams. The role requires strong client relationship management, commercial judgment, technology fluency, organization, and confident communication with senior stakeholders.

Provides office-based, remote, and on-site IT support for high-profile customers. Responsibilities include ticket and service request management, troubleshooting Microsoft 365, Windows, email, networks, and cloud services, customer onboarding and cloud migrations, SLA monitoring, escalation, documentation, process improvement, and automation. The role also supports customer satisfaction and collaborates with global technical teams.

Provides technical escalation support for customer environments, including Azure infrastructure architecture, deployment, migration, high availability, security operations, endpoint management, troubleshooting, backups, networking, and automation. Manages escalated tickets, supports onboarding and cloud migrations, communicates with customers, and improves service processes through PowerShell, scripting, coding, and API integrations. Previous MSP experience and current Microsoft certifications are required.

Provide customer-facing technical support by managing tickets, troubleshooting Windows, email, Microsoft 365, and network issues, resolving requests, escalating according to SLAs, and keeping customers informed. Support onboarding and migration projects, contribute to process improvements, documentation, automation, and customer retention. Work rotating weekday shifts aligned with global support coverage and maintain Microsoft certifications.