Cloud Support Engineer (Night Shift - US timing)

Accountabilities

• • Act as a trusted technical partner for customers in U.S. regions, troubleshooting and mitigating complex issues across cloud, web performance, media, security, and edge computing services.
  • Lead technical investigations across globally distributed cloud and internet infrastructure, identifying root causes and implementing or recommending effective solutions.
  • Own customer issues from initial investigation through resolution, maintaining clear communication and appropriate expectations throughout the support lifecycle.
  • Provide technical assistance through ticketing systems, email, and online calls, ensuring interactions are accurately documented and followed through.
  • Collaborate with internal engineering, product, and support teams across different time zones to resolve complex or escalated technical problems.
  • Apply knowledge of networking protocols and Linux environments to diagnose connectivity, application, performance, and infrastructure-related issues.
  • Analyze application logs and command-line outputs to investigate technical problems and determine appropriate remediation steps.
  • Maintain and leverage internal knowledge resources to improve troubleshooting efficiency and consistency.
  • Contribute feedback that helps improve internal tools, support procedures, documentation, and customer-facing processes.
  • Continuously develop technical expertise and work toward becoming a subject matter expert in relevant products and technologies.
  • Maintain a calm, empathetic, and professional approach when handling technically complex or high-pressure customer situations.

  Requirements

  • 2–4 years of relevant professional experience in technical support, cloud support, network operations, application support, or a comparable customer-facing engineering environment.
  • Bachelor's degree in Computer Science, Computer Engineering, or a related technical field.
  • Strong understanding of standard internet and networking protocols, including TCP/IP, UDP, QUIC, DNS, HTTP, and BGP.
  • Hands-on experience working with Linux, particularly Bash/Shell command-line environments and application log analysis.
  • Demonstrable programming experience in languages such as Python or Java.
  • Familiarity with web technologies such as HTML and JavaScript.
  • Strong troubleshooting and analytical skills, with the ability to investigate complex technical problems methodically and identify root causes.
  • Excellent customer-service orientation and experience providing business-to-business technical support.
  • Strong written and verbal communication skills, with the ability to explain technical issues clearly to customers and internal stakeholders.
  • Ability to manage multiple investigations, prioritize effectively, and maintain ownership of customer issues through resolution.
  • Comfortable collaborating with globally distributed teams and working across multiple time zones.
  • Ability to remain composed under pressure while maintaining a high standard of technical accuracy and customer empathy.
  • Curious and proactive mindset, with a willingness to continuously learn new technologies, tools, and troubleshooting techniques.
  • Willingness and ability to work a night shift aligned with U.S. business hours.

  Benefits

  • Fully remote working opportunity from India.
  • Night-shift schedule aligned with U.S. customer support hours.
  • Opportunity to work with large-scale cloud, internet, web performance, security, media, and edge computing technologies.
  • Exposure to complex technical investigations involving globally distributed infrastructure.
  • Customer-facing experience with enterprise and business-to-business environments.
  • Opportunities to develop specialized technical expertise and progress toward subject matter expert roles.
  • Access to professional development initiatives, mentoring, internal learning resources, and career-growth programs.
  • Opportunities to explore different technical roles and career paths within a global technology organization.
  • Collaborative environment with colleagues and technical teams working across multiple regions.
  • Meaningful opportunity to contribute to customer reliability and the performance of critical digital services.