Cloud Support Engineer

Summary

Join Pulumi's growing customer operations team as a founding member of the support team. You will play a crucial role in defining the support function while providing technical assistance and support to our ever-growing customer base. You will ensure the smooth operation and optimal utilization of our infrastructure-as-code platform. This is an excellent opportunity to work with cutting-edge technologies and be part of a fast-growing company. The position requires a Bachelor's degree in a related field and at least two years of relevant experience. You will be working remotely, but must be located in Australia for support hours purposes. Pulumi offers competitive compensation and benefits, including unlimited PTO, parental leave, and a remote-first work environment.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field
• Minimum of 2 years of experience in a related field, with a strong focus on infrastructure as code and DevOps
• Proficiency in infrastructure-as-code concepts and tools, such as Pulumi (experience with Pulumi is a plus)
• In-depth knowledge of cloud service providers, including AWS, Azure, GCP, and Kubernetes
• Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve complex technical issues
• Excellent communication skills, both written and verbal, with the ability to effectively convey technical concepts to both technical and non-technical audiences
• Self-motivated and able to work independently as well as collaboratively in a team environment
• Strong attention to detail and a commitment to delivering high-quality customer support

Responsibilities

• Provide technical support and assistance to customers via various communication channels (e.g., email, chat, community) regarding IaC best practices and DevOps concepts
• Troubleshoot and resolve customer issues related to infrastructure deployments, configuration management, automation, and other infrastructure-as-code topics
• Collaborate with cross-functional teams, including engineering, product, and sales to identify and resolve complex technical and business issues
• Actively contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides
• Stay updated with the latest trends and best practices in IaC, DevOps, cloud services (AWS, Azure, GCP, K8s) and related technologies
• Participate in on-call rotations to provide after-hours support when necessary

Preferred Qualifications

Certification(s) in relevant technologies, such as AWS Certified DevOps Engineer, Azure DevOps Engineer Expert, or Certified Kubernetes Administrator (CKA)

Benefits

• Health (US Only) - We offer competitive medical, dental, vision, and supplemental insurance. It is free for our direct employees to be on our insurance
• Time Off - Unlimited personal time off (PTO). We ask that employees take at least 3 weeks off during the year in addition to the 13 US holidays we recognize
• 401K (US Only) - With employer match
• Parental Leave - 20 weeks paid parental leave for the birthing parent or primary caregiver, and 16 for non-birthing parent or secondary caregiver
• Remote-First - We are a 100% remote-first company with employees in nearly 20 states, and growing internationally; we encourage asynchronous communication and autonomy. We also provide an annual work from anywhere fund to help cover the employee costs of working remotely
• Professional Development & Growth - We encourage a lifelong learning mindset and every employee is given an annual professional development budget
• Equity - As a small but growing startup, we all act like owners and you will earn equity in the company
• Additional Funds - We offer employees a monthly wellness fund to be spent on anything physical and/or mental wellbeing related. We also provide a quarterly happiness fund to be used toward anything that makes our employees happy!