Cloud Support Engineer

Overview

Job Description

Responsibilities

• - Provide technical support and assistance to customers via various communication channels (e.g., email, chat, community) regarding IaC best practices and DevOps concepts.
• - Troubleshoot and resolve customer issues related to infrastructure deployments, configuration management, automation, and other infrastructure-as-code topics.
• - Collaborate with cross-functional teams, including engineering, product, and sales to identify and resolve complex technical and business issues.
• - Actively contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• - Stay updated with the latest trends and best practices in IaC, DevOps, cloud services (AWS, Azure, GCP, K8s) and related technologies.
• - Participate in on-call rotations to provide after-hours support when necessary.

Required Skills

• - Minimum of 5 years of experience in a related field, with a strong focus on Infrastructure as Code, DevOps, and code or scripting.
• - Proficiency in infrastructure-as-code concepts and tools, such as Pulumi, Terraform, Cloudformation and CDK.
• - In-depth knowledge of cloud service providers, including AWS, Azure, GCP, and Kubernetes.
• - Comfortable authoring readable maintainable code in one or more of the following; Python, TypeScript, GO, or Java.
• - Experience using AI-powered support tools and assistants (e.g., LLM-driven troubleshooting tools, AI agents, or copilots) to accelerate customer issue resolution, improve diagnostic accuracy, and enhance knowledge base contributions.
• - Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve complex technical issues.
• - Certification(s) in relevant technologies, such as AWS Certified DevOps Engineer, Azure DevOps Engineer Expert, or Certified Kubernetes Administrator (CKA).
• - Excellent communication skills, both written and verbal, with the ability to effectively convey technical concepts to both technical and non-technical audiences.
• - Self-motivated and able to work independently as well as collaboratively in a team environment.
• - Strong attention to detail and a commitment to delivering high-quality customer support.

Benefits

• - Healthcare Coverage: We offer comprehensive medical, dental, vision, and supplemental insurance at no cost to U.S. employees.
• - Time Off: Our unlimited PTO policy encourages balance and rest — and we require employees to take at least three weeks off annually, plus 13 U.S. holidays.
• - 401(k): U.S. employees are eligible for a 401(k) plan with an employer match to support long-term financial wellness.
• - Parental Leave: We provide 20 weeks of paid leave for birthing parents or primary caregivers, and 16 weeks for non-birthing parents or secondary caregivers.
• - Remote-First Culture: Pulumi has been fully remote since 2020, with teammates across 20+ U.S. states and 12+ countries.
• - Professional Development: Every employee receives an annual learning and development budget to support growth, learning, and career goals.
• - Equity Ownership: We believe in acting like owners. All employees receive equity and are empowered to think big, move fast, and build the future of cloud together.
• - Additional Support: We offer a monthly wellness fund to support mental and physical well-being, and a quarterly happiness fund for team connection.