When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

The rapid ascent of cloud computing has fundamentally reshaped IT landscapes across the globe. As organizations transition to cloud-based systems and services, the role of support engineering is ...

Earlier this month Google told dozens of Cloud support staffs that their roles may be terminated. Affected employees have 60 days to find a new job at the company. This as-told-to essay is based on a ...