Cloud Support Engineer

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