Cloud Support Engineer

Responsibilities

• 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
• What you bring
• 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.
• Where we hire
• 🕐 Please note this role requires specific requirements for support coverage:
• Flexible Hours: 06:00-16:00 UTC (8 hours work)
• Weekend Schedule:
• 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.
• If you're unable to reliably work during the required hours & days in your region, we unfortunately won't be able to consider your

Benefits

Additional Information

About Upsun (formerly Platform.sh) Upsun is the cloud application platform humans and robots love. It is built for today's hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get: Predictable performance, even at scale Secure, compliant environments by default Real-time observability and profiling built in Cloning, configuration, and provisioning in seconds AI-ready features that plug directly into your stack The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation. Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work. Our values: 🌿 We make a positive impact. ✨ We aim for the stars. 💚 We care for each other. Impact of a Cloud Support Engineer 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!

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