Cloud Support Engineer II
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud Support Engineer II based in India.
This role is part of a global technical support organization serving complex cloud and online technology environments. You’ll take ownership of challenging technical issues, driving investigations from initial diagnosis through resolution and prevention. Working with customers and internal technical teams, you’ll troubleshoot platform behavior, analyze complex data, and communicate clearly throughout critical situations. The role combines deep technical problem-solving with customer engagement and operational improvement. You’ll also contribute to technical documentation, knowledge sharing, and process optimization across the support organization. It’s an opportunity to strengthen both your cloud expertise and your ability to deliver reliable outcomes for enterprise customers.
Accountabilities
Own complex customer issues from investigation through resolution, working independently and ensuring timely, high-quality outcomes.
Troubleshoot technical problems and perform detailed data analysis to identify root causes, mitigate issues, and help prevent recurrence.
Communicate effectively with internal and external stakeholders through email, calls, and other appropriate channels during complex technical situations.
Coordinate and lead technical communications to ensure customers remain informed throughout the resolution process.
Support shared customer workloads by prioritizing requests, coordinating handovers, and ensuring continuity of technical knowledge.
Create and contribute to technical documentation, knowledge articles, and other resources that improve support capabilities for customers and colleagues.
Continuously strengthen technical and business expertise through technology specialization, ongoing learning, and exposure to new technologies.
Contribute to process improvements, operational initiatives, and innovation efforts that improve support quality, efficiency, and customer experience.
Collaborate with peers as a technical resource and actively share knowledge across the wider support organization.
4+ years of experience delivering technical solutions and supporting B2B customers, with a background in Computer Science, Engineering, or a related technical discipline.
Strong understanding of internet fundamentals, including DNS, HTTP/HTTPS, TCP/IP, and general web architecture.
Practical knowledge of Linux/Unix environments and foundational system troubleshooting.
Experience troubleshooting web application technologies, including HTML, JavaScript, and JSP.
Strong analytical and problem-solving abilities, with experience diagnosing complex technical issues and determining appropriate priorities.
Ability to manage multiple customer issues and responsibilities effectively while maintaining attention to detail and service quality.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers and internal stakeholders.
Strong customer-first mindset, empathy, and interpersonal skills, with the ability to remain professional and constructive during challenging situations.
Self-motivated, collaborative, and comfortable working as part of a global technical team.
Demonstrated willingness to continuously learn, develop technical expertise, and contribute to knowledge-sharing initiatives.
Fully remote work opportunity in India.
Flexible working approach designed to accommodate different work styles and job requirements.
Opportunities to work with diverse customers, technologies, geographies, and technical environments.
Exposure to complex cloud, web, networking, and online technology challenges at global scale.
Support for employee health, well-being, financial security, and life beyond work.
Opportunities for ongoing technical learning, specialization, and professional development.
Collaborative environment focused on knowledge sharing, innovation, and continuous improvement.
Opportunity to contribute to technical documentation, operational improvements, and customer-focused initiatives.