Cloud Support Engineer

This results in cost reductions of up to 70% for businesses . Here's a video of what Lucidity doe\n\ns.\nKey benefits inclu\nde:Significant Cost Savi ngs on storage (especially EBS cost\ns).Elimination of Downt ime by preventing disk space issu\nes.Reduced DevOps Eff ort through automati\non.Application Agnos tic solution works with various syste\nms.Few additional useful links: Webs it e, Bl og s, Yout ub e, Linke\n\ndIn\nAbout the\nRoleA s a Cloud Support Engi neer 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 experie\nnce.Additionally, 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 ecosys\n\ntem.\nWhat you\n’ll doTechnical Troubleshooting & Issue Reso\nlutionAct as the primary owner for diagnosing and resolving complex technical support issues impacting cust\nomers.Investigate issues across CSP integrations (AWS/Azure/GCP), performance and reliability con\ncerns.Work closely with Engineering, Technical Solutions & Cloud Architects to identify root causes and drive resol\nution.Ensure customers receive timely updates, clear communication and fast resolution for critical inci\ndents.Customer Enablement & Delivery S\nupportPartner with Cloud and Solution Architects to ensure customers have a smooth onboarding and delivery exper\nience.Help unblock customers by troubleshooting platform usage issues, assisting with onboarding related technical queries supporting initial implementation and integration\nsteps.Act as the technical bridge between customers and internal teams, ensuring issues are understood correctly and resolved effici\nently.Your work will directly contribute to improving customer experience and\nCSAT.SLA Management & Support Oper\nationsEnsure that all support requests are handled in accordance with defined SLAs and operational proc\nesses.Follow SOPs for Ticket prioritization based on severity, Incident response, Escalation workflows, Customer communic\nation.Maintain operational discipline so that support workflows remain reliable, predictable, and sca\nlable.Knowledge Management & Cross-Team Collabo\nrationHelp build a scalable knowledge base and playbook for the support fun\nction.Document troubleshooting guides, root cause analyses, common issue patterns and customer-facing explana\ntions.Escalate critical bugs or feature gaps to Engineering and Product teams, providing clear reproduction steps, logs, and diagno\nstics.Continuously help in improving product quality, reduce recurring issues, and strengthen internal troubleshooting capabil\nities.What Success Look\ns LikeComplex support issues are resolved quickly and effic\nientlyCustomers experience minimal disruption and high relia\nbilityStrong collaboration between Support, Engineering and Delivery/Customer S\nuccessWell-documented troubleshooting guides and knowledge res\nourcesContinuous improvement in CSAT and response\ntimesRecurring issues are being eliminated sm\n\noothly\nMust Have\nSkillsExperience in technical support/solutioning or product/platform engineering\nsupportStrong understanding of cloud infrastructure and SaaS pl\natformsAbility to have technical discussions with engineers, cloud/solution architects\nand PMsWillingness to work in rotational/night\nshiftsGood written and verbal communication\nskillsAbility to perform root cause analysis and troubleshoot customer\nissuesHigh intent and willingness to learn in a fast paced envi\n\nronment\nGood\nto haveBackground in cloud-native SaaS, DevOps, FinOps, storage, infra, or platform p\nroducts.Experience working with AWS, Azure, GCP ecosystems or adjacent cloud\ntooling.Strong understanding of basic engineering principles and SaaS support and delivery l\nifecycleExcellent analytical, problem-solving, and organizationa\n\nl skills\nQual\nificationEducation - Bachelor’s or Master\n’s degreeComputer Science or Cloud background would\nbe a plusWhat\nWe OfferOwnership at one of the fastest-growing infra SaaS\nstartups.High-growth, high-autonomy environment with a direct impact on\noutcomes.Transparent, founder-led culture with flat hierarchies and quick decisio\nn-making.Uncappe\n\nd leaves.