Cloud Support Engineer

Overview

Cloud Support Engineer to own end-to-end technical problem resolution for customer issues across SaaS and private cloud environments.

What you'll do

• Act as second line of defense for technical queries from L1 to R&D teams.
• Own the customer-facing ticket loop and drive cases to resolution.
• Troubleshoot issues using logs, traces, and reproducible test cases.
• Work with kubectl, awscli, and at least one scripting language.
• Document runbooks, KEDB articles, and FAQs for issues you own.
• Use AI tools for technical 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.
• Scripting skills in Python, JavaScript, or a similar language.
• Working knowledge of GraphQL, REST APIs, and MCP-related troubleshooting.
• Exposure to alerting and logging systems like Prometheus, Grafana, or FireHydrant.
• Ability to communicate complex technical concepts clearly to customers and teams.