Senior Cloud Support Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Cloud Support Engineer in the United Kingdom.

This role sits at the core of a global Customer & Product Support function, acting as a critical technical bridge between customers, engineering, and product teams. You will handle complex cloud, SaaS, and distributed systems challenges, ensuring enterprise users experience seamless performance from a leading AI-powered market intelligence platform. The position blends deep technical troubleshooting with customer advocacy, requiring both precision and strong communication skills. You will work in a fast-paced, highly collaborative environment spanning multiple regions, where your insights directly influence product improvements. Beyond resolving issues, you will help shape documentation, improve systems reliability, and contribute to scaling support excellence. This is also a strong growth opportunity toward Site Reliability Engineering and broader engineering pathways.

In this role, you will serve as a senior technical escalation point within the support organization, ensuring fast, accurate resolution of complex cloud and platform issues while improving system reliability and customer experience.

• Provide advanced technical support for SaaS and cloud-based environments, acting as a second-line escalation point for complex customer issues.
• Troubleshoot and resolve issues across AWS infrastructure, Kubernetes workloads, APIs, and distributed systems, ensuring detailed root cause analysis.
• Collaborate closely with engineering, product, and customer support teams to escalate, resolve, and prevent recurring technical problems.
• Create and maintain technical documentation, runbooks, FAQs, and knowledge base content to strengthen support efficiency and enablement.
• Act as a customer advocate by relaying feedback and insights to internal teams to drive product and platform improvements.
• Support observability and monitoring practices using logging, alerting, and performance tools to enhance system reliability.
• Continuously develop product expertise and stay updated on platform features, architecture, and technical enhancements.

Requirements

The ideal candidate is a technically strong and customer-focused engineer with hands-on experience in cloud environments, distributed systems, and technical support operations.

• 3–5 years of experience in technical support, IT operations, cloud engineering, or similar roles.
• Strong hands-on experience with cloud platforms (preferably AWS) and containerized environments such as Kubernetes or Docker.
• Proficiency in CLI tools (e.g., kubectl, awscli) and scripting languages such as Python or JavaScript.
• Solid understanding of APIs (REST, GraphQL) and troubleshooting complex system integrations.
• Experience with observability tools such as Prometheus, Grafana, or similar monitoring/logging systems.
• Ability to communicate complex technical issues clearly to both technical and non-technical stakeholders.
• Strong problem-solving mindset with a proactive, customer-first approach and ability to manage support case lifecycles.
• Bachelor’s degree in Computer Science, IT, or equivalent practical experience.

Benefits

• Competitive salary package aligned with experience
• Hybrid and globally distributed team environment
• Opportunity for career progression toward Site Reliability Engineering (SRE)
• Exposure to advanced AI-driven and cloud-native technologies
• Learning and development opportunities in cloud, observability, and distributed systems
• Collaborative, cross-functional work culture spanning engineering, product, and support
• Career growth in a high-impact, enterprise-scale technology environment
• Inclusive and equal-opportunity workplace culture