Role Summary:
A technically strong Level 2 Lab Support Engineer is being sought to set up, manage, support, and troubleshoot cloud-based learning labs for an institute such as Saras AI. The role focuses on provisioning and maintaining coding environments (Python, cloud sandboxes, Codio-style platforms), supporting students and instructors during lab sessions, resolving lab access and environment issues, enabling AI code-generation assistants, and ensuring reliable lab operations across training programs. The position supports programs centered on cloud computing, programming, data engineering, and AI-assisted development.
Key Responsibilities
- Set up, configure, maintain, and troubleshoot cloud-based lab environments (AWS, GCP, Azure, or similar platforms).
- Use Python scripts and automation to provision, reset, and manage student lab environments and sandbox instances.
- Configure and support coding platforms such as Codio, Jupyter, VS Code environments, containers, and cloud-based sandbox labs.
- Provide Level 2 technical support to students and instructors during lab sessions, workshops, and live classes.
- Troubleshoot lab access issues, environment configuration problems, authentication issues, and platform-related incidents.
- Support and integrate AI code assistants (e.g., GitHub Copilot or similar tools) within learning environments.
- Work with GitHub Codespaces or similar cloud development environments.
- Maintain observability and monitoring layers, including logging, performance monitoring, debugging tools, and VS Code extensions.
- Monitor lab usage, uptime, cloud costs, and overall platform health; proactively identify and resolve operational issues.
- Maintain environment templates, documentation, troubleshooting guides, FAQs, and operational runbooks.
- Collaborate with faculty and curriculum teams to prepare, validate, and support labs before and during sessions.
- Coordinate with curriculum teams, instructors, platform vendors, and IT/cloud teams for issue resolution and environment readiness.
- Track, document, and manage incidents, service requests, escalations, and resolutions using support or ticketing systems.
- Escalate complex infrastructure or platform issues to appropriate teams and ensure timely follow-up through resolution.
- Set up, configure, and maintain cloud-based lab environments (AWS, GCP, Azure or similar).
Communication & Coordination (Critical)
- Strong written and verbal communication skills in English.
- Proactive updates on lab readiness, incidents, maintenance, and releases.
- Ensure all stakeholders are informed of changes, outages, and timelines.
- Ability to gather requirements from instructors and translate into technical setups.
- Maintain clear documentation and status reporting.
- Collaborate across time zones with regular overlap with U.S. working hours.
- Responsiveness during live classes and troubleshooting windows.
- Escalate issues early and manage expectations until resolution.
Required Skills
- Hands-on experience with cloud platforms (AWS/GCP/Azure).
- Strong Python scripting for automation and provisioning.
- Experience with Docker, Git, and development workflows.
- Familiarity with Codio or similar platforms and cloud IDEs (VS Code, Jupyter, Codespaces).
- Exposure to AI code assistants (e.g., GitHub Copilot).
- Familiarity with observability tooling and VS Code extensions.
- Strong troubleshooting and documentation skills.
- Ability to communicate technical topics to non-technical stakeholders.
Preferred
- Experience supporting training institutes or bootcamps.
- Linux administration and networking fundamentals.
- Cloud cost monitoring and optimization experience.
- Local Only
