Cloud Support Engineer

Requirements

• Linux systems experience: You're comfortable in the terminal and can navigate production environments
• Coding or scripting ability: You have experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)
• Cloud infrastructure familiarity: You've worked in or supported distributed systems, containerized environments, or cloud platforms
• Networking basics: You understand how the internet works, and can debug issues with DNS, SSL, CDN, etc
• Strong written communication: You express technical ideas clearly and collaborate effectively in async global teams
• Problem-solving mindset: You take initiative, enjoy digging into issues, and look for ways to improve how we work
• Strong customer‑centric mindset: You care about delivering value to users and partners. You approach problems with empathy and consider the end‑user experience in your decisions
• We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance

What the job involves

• Support at Upsun is more than a ticket queue - it’s about solving complex technical challenges, collaborating globally, and helping developers succeed
• Our CSE’s are deeply technical, curious, and committed to creating a world‑class support experience for our users
• In this customer‑facing, engineering‑adjacent role, you’ll help troubleshoot infrastructure, application, and deployment issues across a broad tech stack
• You’ll work in a high‑trust, async‑first environment where autonomy, problem‑solving, and clear communication are key
• If you enjoy tackling unsolved problems and making things better every day — this role might be for you!
• Technical resolution: Resolve technical issues across infrastructure, deployments, databases, caching, and web performance
• Support management: Manage support tickets via Zendesk, with occasional live chat or voice support where needed
• Platform reliability: Contribute to platform reliability by monitoring alert queues and participating in on‑call rotation during working hours
• Cross‑team collaboration: Collaborate with Product and Engineering to *escalate bugs*, report edge cases, and improve internal tooling
• Knowledge sharing: Improve documentation and knowledge sharing across global support teams
• Web infrastructure troubleshooting: Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale
• Continuous improvement: Identify recurring problems and suggest improvements to systems, workflows, and documentation
• Flexible Hours: 06:00-16:00 UTC (8 hours work)
• First 6 to 9 months: You will work Monday–Friday during your training (onboarding)
• After training: Your schedule will change to include Saturdays and Sundays. You will have two fixed weekdays off (for example, Monday and Tuesday) instead