Cloud Support Engineer (Night Shift - US timing)

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 (Night Shift - US timing) based in India.

This is a remote, customer-facing technical support role focused on helping enterprise customers maintain reliable, high-performing digital services.

You’ll troubleshoot complex issues across web performance, media delivery, security, and edge computing environments.

The role combines strong networking and Linux expertise with programming knowledge and a customer-first mindset.

You’ll lead technical investigations, coordinate with internal teams globally, and remain accountable for customer issues through resolution.

Working with customers primarily in U.S. regions, you’ll communicate through tickets, email, and online calls while maintaining clear technical documentation.

The position offers exposure to large-scale cloud and internet technologies and opportunities to develop deep subject-matter expertise.

It is an excellent environment for engineers who stay calm under pressure, enjoy solving challenging problems, and want to grow within a global technical organization.

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.