Senior AI-Driven Cloud SaaS Support Engineer

MWDN; Lisboa; On-site; EUR 52,000 - 86,000; Full time

Benefits offered by this job

Flexible working hours

29 days PTO + holidays

Independent contractor support

Job summary

MWDN is a global IT outstaffing company delivering cybersecurity and cloud SaaS support. We seek an experienced Tier 2/3 technical support professional who can handle complex REST API issues, work with AWS/Azure/GCP, and communicate effectively with enterprise clients.

The role emphasizes fast learning, AI-enabled workflows, and collaboration with cross-functional teams. English proficiency is essential for global client interactions.

Qualifications

• 5+ years in Tier 2/3 Technical Support for Cloud SaaS products.
• Directly supported enterprise (B2B) customers in a technical role.
• Troubleshooting REST APIs, SaaS platforms, and distributed systems.
• Experience with public cloud platforms (AWS, Azure, GCP).
• Scripting skills in Bash or Python.
• Advanced English communication, both written and spoken.
• Experience applying AI in workflows is a plus.

Responsibilities

• Troubleshoot and resolve complex issues across distributed Cloud SaaS systems.
• Lead technical investigations and drive issues to resolution with clear customer communication.
• Respond to support tickets and escalations within SLA, including live troubleshooting.
• Build and share technical knowledge to improve support capabilities.
• Collaborate with Engineering, Product, Cyber, and cross-functional teams to identify root causes.
• Contribute to process automation and documentation improvements.

Skills

5+ years experience

Enterprise support

REST APIs debugging

Public cloud (AWS/Azure/GCP)

Scripting Bash/Python

English language

AI in daily workflows

Troubleshooting & diagnostics

Communication skills

multitasking/fast learning

Team player mindset

Education

No specific degree required

Tools

Salesforce

Jira/Confluence

Kubernetes

Elasticsearch

Git

Kibana/Grafana/Prometheus

Job description

MWDN is a global IT outstaffing company delivering cybersecurity and cloud SaaS support. We seek an experienced Tier 2/3 technical support professional who can handle complex REST API issues, work with AWS/Azure/GCP, and communicate effectively with enterprise clients.

The role emphasizes fast learning, AI-enabled workflows, and collaboration with cross-functional teams. English proficiency is essential for global client interactions.