Cloud Support Engineer

Overview

As a Cloud Support Engineer (senior individual contributor), you independently diagnose and resolve complex issues across private cloud, search infrastructure, APIs, and agentic systems for strategic customers.

What you'll do

• Provide technical support as the second line of defense for customer queries.
• Investigate, diagnose, and resolve issues in SaaS and private cloud environments.
• Collaborate cross-functionally with Customer & Product Support, Product, Engineering, and Customer Education.
• Lead recurring customer-facing technical rituals for strategic accounts.
• Create and update support documentation, KEDBs, FAQs, and tutorials.
• Represent the voice of the customer in internal discussions.
• Build reusable AI systems for the team, including prompt libraries and workflow patterns.

What you'll need

• 2-3 years in technical support, IT, or cloud operations (or a related field).
• Proficiency with CLI tools such as kubectl and awscli.
• Scripting skills in Python, JavaScript, or similar.
• Understand GraphQL, REST APIs, and MCP-related troubleshooting.
• Experience connecting LLMs to external tools, including multi-agent systems.
• Experience with alerting/logging systems such as Prometheus, Grafana, or FireHydrant.
• Demonstrated ability to communicate complex technical concepts to customers and teams.

Details

• Senior individual contributor role.
• Mentor more junior engineers and contribute to onboarding.