Cloud Support Engineer

Job Summary

Proactively addressing complex technical challenges, the full-time remote Cloud Support Engineer will independently diagnose and resolve issues in private cloud environments, APIs, and AI-driven search platforms while mentoring junior engineers and collaborating cross-functionally to enhance customer outcomes.

Key responsibilities

• Deliver exceptional technical support by acting as the second line of defense for technical queries and ensuring timely resolution of customer issues
• Troubleshoot and resolve technical challenges related to SaaS and private cloud environments, providing detailed information for complex cases
• Collaborate cross-functionally with Customer & Product Support, Product, and Engineering teams to relay customer feedback and contribute to product enhancements

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar
• Experience and knowledge of connecting LLMs to external tools, including multi-agent systems
• Demonstrated ability to communicate complex technical concepts to customers and team members
• Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution