Cloud Support Engineer

Highlights

• Own customer cases from triage to resolution ensuring platform stability.
• Use AI assistants to accelerate triage and root-cause analysis.
• Partner with Engineering and Product to resolve systemic issues.

Ideal candidate

Early-career support engineer with customer empathy and an AI-first, experimental mindset. You thrive in fast-moving 24x7 environments and care about turning complex issues into reliable, world-class customer outcomes.

Requirements

• BS/MS in Computer Science or equivalent experience
• 2+ years in customer-facing technical support, ideally 24x7
• Experience with escalation handling, on-call rotations and incident management
• Strong AI fluency including prompt engineering and validating AI outputs
• Experience with AI-powered tooling and modern support environments
• Solid troubleshooting with SQL, log analysis and scripting/automation (Python, APIs)
• Strong written and verbal English communication
• Basic understanding of Windows and Linux operating systems
• Basic understanding of data warehousing fundamentals and SQL queries
• Familiarity with end-to-end ML pipeline and MLOps troubleshooting
• Familiarity with LLM ecosystem tools including Langchain, vector databases and Hugging Face
• Familiarity with RESTful APIs and web services
• Ability to support holiday/weekend rotations and on-call coverage
• Snowflake or cloud platform experience (AWS, Azure, GCP) preferred
• Workflow automation / CI/CD and AI-powered support or SRE experience preferred