Cloud Support Engineer

Overview

Cloud Support Engineer supporting SaaS and private cloud customer issues, investigating and resolving problems end-to-end within scope.

What you’ll do

• Act as the second line of defense for technical queries and drive timely issue resolution.
• Own the customer-facing loop for assigned tickets from investigation through resolution.
• Troubleshoot issues using logs, traces, and reproducible test cases.
• Work with kubectl, awscli, and at least one scripting language to diagnose and resolve problems.
• Escalate out-of-scope issues to the correct engineering domain with high-quality artifacts.
• Contribute to runbooks, KEDB articles, and FAQs, and maintain documentation hygiene.
• Use AI tools for technical investigations, log analysis, customer communication, and documentation.

What you’ll need

• 2–4 years of experience in technical support, IT operations, cloud operations, or a related field.
• Written and verbal communication skills to explain technical concepts to customers and teams.
• Working proficiency with CLI tools such as kubectl and awscli.
• Scripting skills in Python, JavaScript, or similar.
• Working knowledge of GraphQL, REST APIs, and MCP-related troubleshooting.
• Exposure to alerting and logging systems such as Prometheus and Grafana.
• Experience managing customer support cases end-to-end from inquiry to resolution.

Details

• Location: Singapore (Hybrid).