Cloud Support Engineer

Overview

Cloud Support Engineer to own technical issues end-to-end within scope for customer problems across SaaS and private cloud environments.

What you'll do

• Act as the second line of defense for technical queries and drive timely customer issue resolution.
• Own the customer-facing ticket loop, taking cases to resolution with urgency.
• Troubleshoot using logs, traces, and reproducible test cases; work with kubectl, awscli, and scripting.
• Diagnose in-scope issues and escalate out-of-scope issues with high-quality artifacts.
• Collaborate across regions and time zones with senior engineers and technical customer contacts.
• Contribute to runbooks, KEDB articles, and FAQs; maintain documentation for owned issues.
• Use AI tools for investigations, log analysis, customer communication, and documentation.

What you'll need

• 2–4 years in technical support, IT operations, cloud operations, or a related field.
• Working proficiency with CLI tools such as kubectl and awscli and scripting skills in Python, JavaScript, or similar.
• Working knowledge of GraphQL, REST APIs, and MCP-related troubleshooting.
• Familiarity with connecting LLMs to external tools, including multi-agent systems.
• Exposure to alerting and logging systems such as Prometheus, Grafana, and FireHydrant.
• Experience managing customer support cases from inquiry/triage/bug reporting through resolution.
• Ability to communicate complex technical concepts clearly to customers and team members.

Details

• Location: Bengaluru.