Product Support Engineer III - Cloud

Overview

Product Support Engineer III (Cloud) supporting client-facing teams with escalated technical issues in a hybrid role.

What you'll do

• Engage with customers on escalated support issues and important customer situations.
• Participate in a 24x7 support operation and 24x7 on-call rotation.
• Work with Engineering to assist with customer testing and troubleshooting.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations.
• Create technical support database entries for incident resolutions not in the knowledge base.

What you'll need

• Minimum 6 years experience as a Support Engineer or Senior Support Engineer supporting cloud networking or web security products.
• Minimum 5+ years experience with operating systems such as Linux, Unix, and FreeBSD.
• Experience delivering products and services as cloud-based solutions.
• Strong verbal and written communication skills for technical and business-level discussions.
• Demonstrated curiosity and active exploration of AI tools with a history of integrating new technologies to enhance workflows.

Nice to have

• Deep expertise in cloud networking infrastructure, hybrid connectivity, and traffic management across AWS, Azure, and GCP.
• Hands-on experience managing cloud security, Infrastructure as Code (Terraform/CloudFormation), and monitoring tools (CloudWatch/Azure Monitor/Log Analytics).
• Administration skills across Linux, Windows Server, Azure Virtual Desktop, Citrix Desktops, and cloud autoscaling mechanisms.

Details

• Hybrid role in Bangalore or Mohali; reports to the Manager in the Customer Success department.