Cloud Support Engineer
On-siteBengaluru, Karnataka, India
Job Summary
Deliver exceptional technical support as the second line of defense for customer queries, ensuring timely resolution of issues across SaaS and private cloud environments. Diagnose challenges using logs, traces, and reproducible test cases while collaborating closely with senior engineers and technical contacts on complex cases. Partner cross-functionally across regions and time zones to drive customer outcomes, contribute to runbooks and documentation, and represent the customer voice in internal discussions. Leverage AI tools for technical investigations and communication, building repeatable prompts and workflows to scale impact. Manage the full lifecycle of support cases from inquiry to resolution, maintaining documentation hygiene and identifying knowledge gaps.
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
Desired Qualifications
- Experience in networking and troubleshooting complex network issues
- Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker
- Extensive experience working with GraphQL and other web APIs
- 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
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