Cloud Support Engineer

Talento HR; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Talento HR in Bengaluru seeks an experienced Cloud Support Engineer to monitor and troubleshoot Azure-based services and support customer onboarding and delivery. You will partner with architects, troubleshoot platform usage issues, and ensure smooth incident resolution across rotating shifts.

Key focus areas include incident management, dashboards and runbooks, and creating knowledge materials to reduce repeated issues while maintaining high customer satisfaction and delivery confidence.

Qualifications

• Approximately 3+ years of experience in cloud support, infrastructure operations, platform support, or a related technical support role.
• Working knowledge of Microsoft Azure and foundational exposure to Kubernetes, containers, or cloud-native services.
• Sound understanding of incident management, monitoring and operational support processes.
• Hands on experience with full-stack observability platforms like Grafana (logs, metrics, traces, dashboards, alerts).
• Strong ability to analyze, maintain, and develop scripts utilizing PowerShell, Python, Bash, or equivalent tools to streamline operations.
• Strong troubleshooting, communication, ownership, and collaboration skills; willingness to work rotational shifts and provide weekend support when required.

Responsibilities

• Monitor, support, and troubleshoot cloud-based services across Microsoft Azure and related platforms.
• Support incident response, service restoration, root cause analysis, and follow-up activities.
• Use dashboards, logs, alerts, and runbooks to identify issues and support customer-facing operations.
• Maintain accurate handover notes, operational documentation, and support records.
• Partner with Cloud and Solution Architects to support effective customer onboarding and delivery execution.
• Assist customers by troubleshooting platform usage issues, onboarding queries, and initial implementation or integration steps.
• Serve as a technical liaison between customers and internal teams to ensure issues are clearly understood and resolved efficiently.
• Contribute to improved customer experience, customer satisfaction, and delivery confidence.
• Ensure support requests are managed in accordance with defined SLAs, severity levels, and operational processes.
• Provide customers with timely updates, clear communication, and effective resolution for critical incidents.
• Follow SOPs for ticket prioritization, incident response, escalation workflows, and customer communication.
• Maintain operational discipline to ensure support workflows remain reliable, predictable, and scalable.
• Support Kubernetes-based cloud services through basic health checks, deployment validation, and first-level troubleshooting.
• Troubleshoot common issues related to access, configuration, connectivity, workload failures, resource utilization, logs, and monitoring alerts.
• Escalate defects, feature gaps, or complex platform issues with clear context, reproduction steps, logs, and diagnostics.
• Develop and maintain troubleshooting guides, support playbooks, root cause summaries, and customer-facing explanations.
• Identify recurring issue patterns and recommend improvements to reduce repeat incidents.
• Collaborate with Support, Engineering, Product, and Delivery/Customer Success teams to strengthen product quality and internal troubleshooting capability.
• Provide cloud support coverage as part of a planned shift roster.
• Work rotational shifts in alignment with Customer Support coverage requirements and business needs.
• Provide weekend coverage when assigned, ensuring timely handovers and continuity of service.

Skills

Azure

Kubernetes

Grafana

PowerShell

Python

Bash

CI/CD

Logs & monitoring

SLA management

Tools

Grafana

GitOps

No-SQL DBs

CI/CD tools

Terraform

Pulumi

ARM templates

Bicep

Job description

• Monitor, support, and troubleshoot cloud-based services across Microsoft Azure and related platforms.
• Support incident response, service restoration, root cause analysis, and follow-up activities.
• Use dashboards, logs, alerts, and runbooks to identify issues, validate service health, and support customer-facing operations.
• Maintain accurate handover notes, operational documentation, and support records.

Customer Enablement and Delivery Support

• Partner with Cloud and Solution Architects to support effective customer onboarding and delivery execution.
• Assist customers by troubleshooting platform usage issues, onboarding queries, and initial implementation or integration steps.
• Serve as a technical liaison between customers and internal teams to ensure issues are clearly understood and resolved efficiently.
• Contribute to improved customer experience, customer satisfaction, and delivery confidence.

SLA Management and Support Operations

• Ensure support requests are managed in accordance with defined SLAs, severity levels, and operational processes.
• Provide customers with timely updates, clear communication, and effective resolution for critical incidents.
• Follow SOPs for ticket prioritization, incident response, escalation workflows, and customer communication.
• Maintain operational discipline to ensure support workflows remain reliable, predictable, and scalable.

Technical Troubleshooting and Escalation

• Support Kubernetes-based cloud services through basic health checks, deployment validation, and first-level troubleshooting.
• Troubleshoot common issues related to access, configuration, connectivity, workload failures, resource utilization, logs, and monitoring alerts.
• Hands on experience on Grafana, GitOps, no-SQL DB's, CI/CD tools, service mesh concepts and hybrid infrastructure.
• Escalate defects, feature gaps, or complex platform issues with clear context, reproduction steps, logs, and diagnostics.

Knowledge Management and Continuous Improvement

• Develop and maintain troubleshooting guides, support playbooks, root cause summaries, and customer-facing explanations.
• Identify recurring issue patterns and recommend improvements to reduce repeat incidents.
• Collaborate with Support, Engineering, Product, and Delivery/Customer Success teams to strengthen product quality and internal troubleshooting capability.

Shift-Based Support Coverage

• Provide cloud support coverage as part of a planned shift roster.
• Work rotational shifts in alignment with Customer Support coverage requirements and business needs.
• Provide weekend coverage when assigned, ensuring timely handovers and continuity of service.

• Indicative shift timings include 5:00 AM-2:00 PM, 12:00 PM-9:00 PM, and 8:00 PM-5:00 AM.

What we're looking for:

• Approximately 3+ years of experience in cloud support, infrastructure operations, platform support, or a related technical support role.
• Working knowledge of Microsoft Azure and foundational exposure to Kubernetes, containers, or cloud-native services.
• Sound understanding of incident management, monitoring and operational support processes.
• Hands on experience on full-stack observability platforms like Grafana (including but not limited to querying logs, metrics, traces, setting up dashboards & alerts).
• Strong ability to analyze, maintain, and develop scripts utilizing PowerShell, Python, Bash, or equivalent tools to streamline operations.
• Strong troubleshooting, communication, ownership, and collaboration skills. Willingness to work rotational shifts and provide weekend support when required.

Success Measure"s

• Critical and complex support issues are resolved promptly, clearly, and efficiently.
• Customers experience minimal disruption, timely communication, and high service reliability.
• Customer satisfaction and response times show continuous improvement.
• Support knowledge, troubleshooting guides, and playbooks are structured for effective reuse.
• Recurring issues are identified, escalated, and reduced over time.

Requirements

• Exposure to AI, ML, data-intensive workloads, or GPU-enabled environments.
• Familiarity with Infrastructure as Code concepts (including Terraform, Bicep, ARM templates, or Pulumi).
• Experience supporting enterprise, industrial, regulated, or mission-critical environments.
• CKA certification will be an added advantage.