Cloud Support Engineer

Overview

Cloud Support Engineer providing second-line technical support for customer issues across SaaS and private cloud environments, handling tickets end-to-end within scope.

What you'll do

• Investigate, diagnose, and resolve customer technical problems within your scope.
• Collaborate with senior engineers and technical customer contacts on complex cases.
• Troubleshoot issues using logs, traces, and reproducible test cases.
• Work with CLI tools including kubectl and awscli, plus scripting to address problems.
• Escalate out-of-scope issues to the appropriate engineering domain with supporting artifacts.
• Contribute to runbooks, KEDB articles, and FAQs and maintain documentation hygiene.
• Use AI tools for technical investigations, log analysis, communication, and documentation.

What you'll need

• 2-4 years of experience 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.
• Ability to communicate complex technical concepts clearly to customers and team members.
• 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 and Grafana.
• Experience managing customer support cases through the lifecycle from inquiry to resolution.

Details

• Location: Bengaluru.