Cloud Support Engineer
On-site · Pune, Maharashtra, India
Job Summary
Cloud Support Engineer to own end-to-end technical problems within SaaS and private cloud environments, troubleshoot using logs and traces, work with kubectl and awscli, collaborate with L1, R&D, and cross-region teams, document runbooks and FAQs, advocate for customers, and use AI tools to streamline investigations and improve support workflows. Role emphasizes proactive problem-solving, clear written and spoken communication, and ongoing learning in a globally distributed Customer & Product Support context.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
- 2 - 4 years in technical support, IT operations, cloud operations or a related field
- Working proficiency with CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript or similar
- 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 (e.g., Prometheus, Grafana, FireHydrant)
- Demonstrated AI fluency in day-to-day work: can speak to examples of how AI has changed the way they work
- Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution
- Ability to communicate complex technical concepts clearly to customers and team members
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