Cloud Support Engineer

Location: Bengaluru (Hybrid) Experience: 1–3 Years Experience Work Hours: 2 PM - 11 PM / 8 PM - 5 AM IST (Rotational Shifts) About Us Lucidity is a rapidly growing company with a first of its kind and impactful product in the cloud storage. Joining Lucidity offers the opportunity to work on cutting-edge technology, solve real-world problems for major enterprises, and be part of a company that is reshaping the future of cloud storage . We were also awarde d Best Infra and Dev Tools SaaS Start up b y SaaSBoo mi – Li nkListed amo ng India’s Top Startups by Linked I n 20 24 & ; 20 25Lucidity has been featured in th e Forrester Cloud Storage Management and Optimization Repor t.We are backed by $32 M in funding from investors like Alpha Wave Global, WestBridge Capital, and Beenext - Li nkWe are the category leader in cloud storage optimizatio n.Trusted by major enterprises, including Fortune 500 companies spanning across the US and the UK, being the major Market s.Opportunity to work with experienced co-founder s Vatsa l & ; Niti n - serial entrepreneurs who bring with them more than a decade of experience working with companies like Microsoft, Swiggy, and Tracxn and building and selling large tech product s.Work in deep tech company and be part of an accelerated growth journ eyWe have a presence across India, Abu Dhabi, the US, and the U K.What we doLucidity is a company that provides an automated NoOps disk auto-scaler for cloud storage across AWS, Azure, and GCP.

It addresses over-provisioned block storage by dynamically scaling capacity, increasing disk utilization to around 80% from 25-35%. This results in cost reductions of up to 70% for businesses . Here's a vid eo of what Lucidity doe s.

Key benefits inclu de:Significant Cost Savi ngs on storage (especially EBS cost s).Elimination of Downt ime by preventing disk space issu es.Reduced DevOps Eff ort through automati on.Application Agnos tic solution works with various syste ms.Few additional useful link s: Webs it e, Bl og s, Yout ub e, Linke dIn About the RoleA s a Cloud Support Engi neer at Lucidity, you will serve as the crucial technical bridge between our enterprise customers and internal engineering teams. Your primary mission is to rapidly troubleshoot complex cloud infrastructure issues, ensure high platform reliability, and deliver an exceptional, SLA-driven customer experie nce.Additionally, you will collaborate closely with Cloud and Solutions Architects to accelerate customer onboarding and delivery, while building scalable support processes and robust documentation to shape our long-term support ecosys tem. What you ’ll doTechnical Troubleshooting & Issue Reso lutionAct as the primary owner for diagnosing and resolving complex technical support issues impacting cust omers.Investigate issues across CSP integrations (AWS/Azure/GCP), performance and reliability con cerns.Work closely with Engineering, Technical Solutions & Cloud Architects to identify root causes and drive resol ution.Ensure customers receive timely updates, clear communication and fast resolution for critical inci dents.Customer Enablement & Delivery S upportPartner with Cloud and Solution Architects to ensure customers have a smooth onboarding and delivery exper ience.Help unblock customers by troubleshooting platform usage issues, assisting with onboarding related technical queries supporting initial implementation and integration steps.Act as the technical bridge between customers and internal teams, ensuring issues are understood correctly and resolved effici ently.Your work will directly contribute to improving customer experience and CSAT.SLA Management & Support Oper ationsEnsure that all support requests are handled in accordance with defined SLAs and operational proc esses.Follow SOPs for Ticket prioritization based on severity, Incident response, Escalation workflows, Customer communic ation.Maintain operational discipline so that support workflows remain reliable, predictable, and sca lable.Knowledge Management & Cross-Team Collabo rationHelp build a scalable knowledge base and playbook for the support fun ction.Document troubleshooting guides, root cause analyses, common issue patterns and customer-facing explana tions.Escalate critical bugs or feature gaps to Engineering and Product teams, providing clear reproduction steps, logs, and diagno stics.Continuously help in improving product quality, reduce recurring issues, and strengthen internal troubleshooting capabil ities.What Success Look s LikeComplex support issues are resolved quickly and effic ientlyCustomers experience minimal disruption and high relia bilityStrong collaboration between Support, Engineering and Delivery/Customer S uccessWell-documented troubleshooting guides and knowledge res ourcesContinuous improvement in CSAT and response timesRecurring issues are being eliminated sm oothly Must Have SkillsExperience in technical support/solutioning or product/platform engineering supportStrong understanding of cloud infrastructure and SaaS pl atformsAbility to have technical discussions with engineers, cloud/solution architects and PMsWillingness to work in rotational/night shiftsGood written and verbal communication skillsAbility to perform root cause analysis and troubleshoot customer issuesHigh intent and willingness to learn in a fast paced envi ronment Good to haveBackground in cloud-native SaaS, DevOps, FinOps, storage, infra, or platform p roducts.Experience working with AWS, Azure, GCP ecosystems or adjacent cloud tooling.Strong understanding of basic engineering principles and SaaS support and delivery l ifecycleExcellent analytical, problem-solving, and organizationa l skills Qual ificationEducation - Bachelor’s or Master ’s degreeComputer Science or Cloud background would be a plusWhat We OfferOwnership at one of the fastest-growing infra SaaS startups.High-growth, high-autonomy environment with a direct impact on outcomes.Transparent, founder-led culture with flat hierarchies and quick decisio n-making.Uncappe d leaves.