Our People
Highly experienced Microsoft-certified engineers, TAMs, and DSEs/EDEs always available to assist.
US Cloud is committed to providing top-quality Microsoft experts, ultra-responsiveness, and operational performance metrics. We have invested heavily since 2017 in the Microsoft support talent we attract and retain for the benefit of our enterprise clients.
It’s trendy to say that “our people are the company’s most important asset.” But that is even more true at US Cloud – our people ARE our business.
The Team
Hundreds of US Cloud team members, spread across 36 US states, the UK, and the EU, are all carefully selected Microsoft fanatics, including our engineers that bring an average of 14 years of experience supporting Microsoft technology.
They are passionate about solving problems, helping people, and creating greater choice in the Microsoft support ecosystem
Why We Think US Cloud’s Support is Better
Fragmented. Siloed. Offshored and outsourced. Microsoft is an amazing software, cloud, and now AI Company. But they have never been focused on support.
The two primary issues with Microsoft Unified Support according to our recently converted clients?
- “Starting over” and having to re-explain your issue every time a ticket is transferred to another group or whenever a new shift comes on, losing momentum and wasting time.
- Struggling with outsourced, offshore engineers resulting in poor communication, more layers and silos to navigate, and lack of accountability for poor performance.
We’re Built for Support
US Cloud was built differently. With the option for 100%-domestic US-based engineers, we are able to create better communication, lessen the bouncing between resources, and close tickets faster.
US Cloud is designed around centralized teams or “Engineering Pods” made from diverse Microsoft technology specialties, not vertically aligned around individual products. Other than our dedicated Azure Team, this more holistic approach drastically reduces the number of times tickets need to be passed onto another group. It also allows us to steer specific client tickets to the same “primary” Pod, increasing the teams understanding of that company’s environments.
The results from US Cloud’s model are faster ticket resolution, less frustration, and lower costs.
Senior Microsoft-Certified Engineers – Around the Clock
US Cloud technical support teams are made up of Level 2 through Level 4 Microsoft-certified, senior engineers with an average of 14+ years of Microsoft support experience, with many that are former Microsoft employees.
We have senior Microsoft engineers fully staffing all three shifts (NOT on-call) 24/7/365.
This includes architect-level DSEs (Dedicated Support Engineers) and senior reactive / break-fix engineers that support ALL Microsoft technologies.
DSEs / EDEs
US Cloud’s proactive support teams are made up of our most senior Microsoft-certified, Architect-Level Dedicated Support Engineers (DSEs), Sr. Advisory Consultants, and certified Project Managers.
Our DSEs are our highest-level experts on specific Microsoft technologies and products. Comparable to Microsoft’s Enhanced Dedicated Engineers (EDEs), clients get dedicated support from the same engineer who learns about the client’s environment, provides expertise and supports proactive projects.
And a client’s DSE can also be pulled in to support difficult break-fix / reactive tickets when needed — a unique advantage of using US Cloud.
Real TAMs
While Microsoft shifts away from true Technical Account Managers (TAM) and replaces them with less technical Client Success Account Managers (CSAMs) – US Cloud didn’t water down that role.
Our TAMs are just that, technical partners who have expertise in Microsoft support.
US Cloud TAMs act as client advocates, not salespeople. Their only job is to help clients get the best out of US Cloud and drive higher customer satisfaction.
ZERO Offshoring
US Cloud employs dedicated USA-based engineering teams, providing domestic clients with “data sovereignty,” as well as superior communication and responsiveness.
We now also have UK and EU-based TAMs and engineering teams to meet the needs of our international and multinational clients.
Under 5% Turnover
In a industry that churns 40% or more of their staff annually, US Cloud’s turnover is under 5% a year.
Taking care of, and retaining, our top talent is of paramount importance to us. It not only keeps our costs low, but it preserves organizational and client experience that helps us provide better, more consistent support over time.
US Cloud’s 50,000 sq. ft. Headquarters in St. Louis, MO
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