Cloud Support Engineer

Join our dynamic team as a Cloud Support Engineer. In this role, you will own technical problems end-to-end, collaborating closely with senior engineers and technical customer contacts. You will be the second line of defense for technical queries, troubleshoot and resolve technical challenges, and advocate for customers. This position offers opportunities for growth within the support function or a move into our Site Reliability Engineering (SRE) team.

We are looking for a proactive Cloud Support Engineer to join our dynamic team

This is a strong foundation role for someone early in their cloud support career with some experience, who has demonstrated relevant technical skills, contributing to a high-trust team and the ability to apply AI tools to scale their impact

Responsibilities

• Deliver exceptional technical support by acting as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues.
• Troubleshoot and resolve technical challenges by diagnosing issues using logs, traces, and reproducible test cases; work confidently with kubectl, awscli, and at least one scripting language.
• Collaborate cross-functionally by partnering effectively within the team and across regions and time zones; share knowledge proactively and close loops on commitments.

Requirements

• A technically curious engineer with 2 - 4 years in technical support, IT operations, cloud operations or a related field
• A problem-solver with a proactive, customer-first mindset and an eye for surfacing risks early
• A clear communicator in writing and on customer calls, with the ability to explain technical concepts with appropriate clarity
• Energized by being part of an entrepreneurial team and willing to pull your own weight to help the team succeed
• Adaptable, eager to continuously learn, and willing to ask for help when blocked
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• Working knowledge of GraphQL, REST APIs and MCP-related troubleshooting
• 2 - 4 years in technical support, IT operations, cloud operations or a related field
• Familiarity with connecting LLMs to external tools, including multi-agent systems
• Demonstrated AI fluency in day-to-day work: can speak to examples of how AI has changed the way they work
• Ability to communicate complex technical concepts clearly to customers and team members
• Exposure to alerting and logging systems (e.g., Prometheus, Grafana, FireHydrant)
• Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution
• Working proficiency with CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript or similar

Experience in networking and troubleshooting complex network issues

• Extensive experience working with GraphQL and other web APIs
• Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker
• Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting
• Experience with Search Technologies and Data Storages (e.g. Vespa, ElasticSearch, MongoDB, MySQL)
• Experience or familiarity with the Java programming language
• Experience with standard software release lifecycles

Pay

USD 100,000 - 111,000