Cloud Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Serve as the technical escalation contact for critical production customers.

• Analyze and resolve complex issues that have been escalated from Core Support.

• Collaborate with Site Reliability Engineering and Product teams regarding customer-related matters.

• Partner with the Incident team to address emerging platform and service challenges.

• Develop training materials, documentation, and knowledge-sharing sessions based on investigation trends.

• Conduct mentorship sessions for the Customer Support team.

• Provide advanced troubleshooting, enhance processes, and contribute to system reliability.

⛳️ Requirements

• 2–4 years of experience in a technical role, or at least 2 years of experience with a major cloud hosting provider.

• Proven experience working directly with customers both in-person and through written communication in a technical support engineer role.

• Strong collaborative skills with a focus on customer satisfaction.

• Proficient troubleshooting abilities in networking, DNS, firewalls, Linux, Kubernetes, APIs, and object storage.

• Experience managing AI infrastructures, operating AI systems, and utilizing AI storage solutions like VAST, along with resolving issues in cloud computing products and infrastructure.

• Professional communication with customers and collaboration with internal stakeholders.

• Familiarity with observability tools for analyzing and resolving customer-impacting issues.

🏝️ Benefits

• Comprehensive benefits that support health, well-being, financial stability, and life outside of work.

• FlexBase flexible workplace arrangement: work from home, in an office, or a mix of both.