Cloud Support Engineer

This results in cost reductions of up to 70% for businesses. Here's a video of what Lucidity does.\n\nKey benefits include:\nSignificant Cost Savings on storage (especially EBS costs).\nElimination of Downtime by preventing disk space issues.\nReduced DevOps Effort through automation.\nApplication Agnostic solution works with various systems.\nFew additional useful links: Website , Blogs , Youtube , LinkedIn\n\nAbout the Role\nAs a Cloud Support Engineer at Lucidity, you will serve as the crucial technical bridge between our enterprise customers and internal engineering teams. Your primary mission is to rapidly troubleshoot complex cloud infrastructure issues, ensure high platform reliability, and deliver an exceptional, SLA-driven customer experience.\nAdditionally, you will collaborate closely with Cloud and Solutions Architects to accelerate customer onboarding and delivery, while building scalable support processes and robust documentation to shape our long-term support ecosystem.\n\nWhat you’ll do\nTechnical Troubleshooting & Issue Resolution\nAct as the primary owner for diagnosing and resolving complex technical support issues impacting customers.\nInvestigate issues across CSP integrations (AWS/Azure/GCP), performance and reliability concerns.\nWork closely with Engineering, Technical Solutions & Cloud Architects to identify root causes and drive resolution.\nEnsure customers receive timely updates, clear communication and fast resolution for critical incidents.\nCustomer Enablement & Delivery Support\nPartner with Cloud and Solution Architects to ensure customers have a smooth onboarding and delivery experience.\nHelp unblock customers by troubleshooting platform usage issues, assisting with onboarding related technical queries supporting initial implementation and integration steps.\nAct as the technical bridge between customers and internal teams, ensuring issues are understood correctly and resolved efficiently.\nYour work will directly contribute to improving customer experience and CSAT.\nSLA Management & Support Operations\nEnsure that all support requests are handled in accordance with defined SLAs and operational processes.\nFollow SOPs for Ticket prioritization based on severity, Incident response, Escalation workflows, Customer communication.\nMaintain operational discipline so that support workflows remain reliable, predictable, and scalable.\nKnowledge Management & Cross-Team Collaboration\nHelp build a scalable knowledge base and playbook for the support function.\nDocument troubleshooting guides, root cause analyses, common issue patterns and customer-facing explanations.\nEscalate critical bugs or feature gaps to Engineering and Product teams, providing clear reproduction steps, logs, and diagnostics.\nContinuously help in improving product quality, reduce recurring issues, and strengthen internal troubleshooting capabilities.\nWhat Success Looks Like\nComplex support issues are resolved quickly and efficiently\nCustomers experience minimal disruption and high reliability\nStrong collaboration between Support, Engineering and Delivery/Customer Success\nWell-documented troubleshooting guides and knowledge resources\nContinuous improvement in CSAT and response times\nRecurring issues are being eliminated smoothly\n\nMust Have Skills\nExperience in technical support/solutioning or product/platform engineering support\nStrong understanding of cloud infrastructure and SaaS platforms\nAbility to have technical discussions with engineers, cloud/solution architects and PMs\nWillingness to work in rotational/night shifts\nGood written and verbal communication skills\nAbility to perform root cause analysis and troubleshoot customer issues\nHigh intent and willingness to learn in a fast paced environment\n\nGood to have\nBackground in cloud-native SaaS, DevOps, FinOps, storage, infra, or platform products.\nExperience working with AWS, Azure, GCP ecosystems or adjacent cloud tooling.\nStrong understanding of basic engineering principles and SaaS support and delivery lifecycle\nExcellent analytical, problem-solving, and organizational skills\n\nQualification\nEducation - Bachelor’s or Master’s degree\nComputer Science or Cloud background would be a plus\nWhat We Offer\nOwnership at one of the fastest-growing infra SaaS startups.\nHigh-growth, high-autonomy environment with a direct impact on outcomes.\nTransparent, founder-led culture with flat hierarchies and quick decision-making.\nUncapped leaves.