About the Role
This position supports customers by diagnosing and resolving cloud-based technical issues, contributing to system reliability, and collaborating with engineering teams to improve product performance and user experience.
Responsibilities
- Diagnose and resolve technical issues related to cloud infrastructure
- Provide expert-level support for customer-reported problems
- Collaborate with engineering teams to escalate and resolve complex issues
- Document technical solutions and contribute to knowledge bases
- Assist in monitoring system performance and identifying outages
- Support deployment and configuration of cloud services
- Troubleshoot integration issues between platforms
- Respond to support tickets within defined service level agreements
- Participate in on-call rotations for critical incidents
- Analyze logs and metrics to identify root causes
- Guide customers through resolution steps clearly and efficiently
- Maintain up-to-date understanding of cloud architecture
- Contribute to automation of support processes
- Assist in onboarding new support team members
- Improve internal tools for faster issue resolution
- Track and report on recurring technical problems
- Work cross-functionally with product and development teams
- Ensure compliance with security and operational standards
- Support incident response and post-mortem activities
- Communicate technical details to non-technical stakeholders
- Evaluate customer configurations for best practices
- Assist in testing new features in staging environments
- Escalate product bugs with detailed reproduction steps
- Maintain confidentiality of customer data
- Stay current with cloud platform updates and patches
Nice to Have
- Certification in cloud platforms (e.g., AWS Certified, GCP Associate)
- Experience supporting SaaS products
- Background in teaching or technical training
- Familiarity with Kubernetes
- Experience with large-scale distributed systems
- Knowledge of SQL query writing
- Exposure to incident management frameworks
- Prior role in developer support or technical account management
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid or remote options available
Team
Part of the global support engineering team focused on cloud infrastructure and customer-facing technical solutions
Why This Role Matters
This role ensures customers receive timely, accurate technical support, directly impacting product reliability and user satisfaction through expert troubleshooting and collaboration with engineering teams.
Growth and Development
Opportunities include skill advancement in cloud technologies, mentorship within the support team, and pathways to specialized engineering or customer success roles.
Available for qualified candidates
