Cloud Support Engineer

Description

What You'll Do –

Customer Support and Cloud Operations

• Monitor, support, and troubleshoot cloud-based services across Microsoft Azure and related platforms.

• Support incident response, service restoration, root cause analysis, and follow-up activities.

• Use dashboards, logs, alerts, and runbooks to identify issues, validate service health, and support customer-facing operations.

• Maintain accurate handover notes, operational documentation, and support records.

Customer Enablement and Delivery Support

• Partner with Cloud and Solution Architects to support effective customer onboarding and delivery execution.

• Assist customers by troubleshooting platform usage issues, onboarding queries, and initial implementation or integration steps.

• Serve as a technical liaison between customers and internal teams to ensure issues are clearly understood and resolved efficiently.

• Contribute to improved customer experience, customer satisfaction, and delivery confidence.

SLA Management and Support Operations

• Ensure support requests are managed in accordance with defined SLAs, severity levels, and operational processes.

• Provide customers with timely updates, clear communication, and effective resolution for critical incidents.

• Follow SOPs for ticket prioritization, incident response, escalation workflows, and customer communication.

• Maintain operational discipline to ensure support workflows remain reliable, predictable, and scalable.

Technical Troubleshooting and Escalation

• Support Kubernetes-based cloud services through basic health checks, deployment validation, and first-level troubleshooting.

• Troubleshoot common issues related to access, configuration, connectivity, workload failures, resource utilization, logs, and monitoring alerts.

• Hands on experience on Grafana, GitOps, no-SQL DB's, CI/CD tools, service mesh concepts and hybrid infrastructure.

• Escalate defects, feature gaps, or complex platform issues with clear context, reproduction steps, logs, and diagnostics.

Knowledge Management and Continuous Improvement

• Develop and maintain troubleshooting guides, support playbooks, root cause summaries, and customer-facing explanations.

• Identify recurring issue patterns and recommend improvements to reduce repeat incidents.

• Collaborate with Support, Engineering, Product, and Delivery/Customer Success teams to strengthen product quality and internal troubleshooting capability.

Shift-Based Support Coverage

• Provide cloud support coverage as part of a planned shift roster.

• Work rotational shifts in alignment with Customer Support coverage requirements and business needs.

• Indicative shift timings include 5:00 AM–2:00 PM, 12:00 PM–9:00 PM, and 8:00 PM–5:00 AM.

• Provide weekend coverage when assigned, ensuring timely handovers and continuity of service.

What we're looking for:

• Approximately 3+ years of experience in cloud support, infrastructure operations, platform support, or a related technical support role.

• Working knowledge of Microsoft Azure and foundational exposure to Kubernetes, containers, or cloud-native services.

• Sound understanding of incident management, monitoring and operational support processes.

• Hands on experience on full-stack observability platforms like Grafana (including but not limited to querying logs, metrics, traces, setting up dashboards & alerts).

• Strong ability to analyze, maintain, and develop scripts utilizing PowerShell, Python, Bash, or equivalent tools to streamline operations.

• Strong troubleshooting, communication, ownership, and collaboration skills. Willingness to work rotational shifts and provide weekend support when required.

Success Measures

• Critical and complex support issues are resolved promptly, clearly, and efficiently.

• Customers experience minimal disruption, timely communication, and high service reliability.

• Customer satisfaction and response times show continuous improvement.

• Support knowledge, troubleshooting guides, and playbooks are structured for effective reuse.

• Recurring issues are identified, escalated, and reduced over time.

Requirements

Desirable Experience

• Exposure to AI, ML, data-intensive workloads, or GPU-enabled environments.

• Familiarity with Infrastructure as Code concepts (including Terraform, Bicep, ARM templates, or Pulumi).

• Experience supporting enterprise, industrial, regulated, or mission-critical environments.

• CKA certification will be an added advantage.