Role Overview
As a Cloud Support Engineer, you'll play a key technical role in supporting a high-performance cloud platform used by development teams worldwide. Your work will directly impact platform stability, customer success, and product evolution. You'll diagnose and resolve complex issues across infrastructure, deployment pipelines, databases, caching layers, and web performance systems.
What You'll Do
- Investigate and resolve technical issues involving Linux environments, distributed systems, containerization, and cloud infrastructure
- Manage customer support requests through ticketing systems, with occasional real-time communication via chat or voice
- Monitor system alerts and contribute to on-call rotations during scheduled working hours
- Collaborate with Product and Engineering teams to report bugs, reproduce edge cases, and refine internal tools
- Enhance technical documentation and share knowledge across global support teams
- Diagnose networking issues related to DNS, SSL/TLS, and CDN configurations at scale
- Identify patterns in recurring issues and propose improvements to systems, workflows, and support processes
What We're Looking For
- Strong command of Linux systems and experience navigating production environments via the terminal
- Proficiency in at least one backend programming language such as Go, Python, PHP, Ruby, or Node.js
- Familiarity with cloud platforms, containerized environments, or distributed systems
- Understanding of core internet technologies, including DNS, SSL/TLS, and CDN operations
- Excellent written communication skills, with experience collaborating in asynchronous, global teams
- A proactive mindset focused on solving problems and improving processes
- Empathy for end users and a commitment to delivering reliable, high-quality technical support
Technology Environment
Linux, Go, Python, PHP, Ruby, Node.js, cloud infrastructure, containerization, distributed systems, DNS, CDN, SSL/TLS, web infrastructure, Zendesk
Work Model
This is a remote position open to candidates in Australia. The role requires availability during fixed working hours: 00:00–08:00 UTC. You’ll collaborate with a globally distributed team across time zones, using asynchronous communication practices to maintain productivity and inclusion.
Benefits & Culture
- Comprehensive health insurance
- Flexible paid time off
- Company stock options
- Annual budget for professional development
- Allowance for office equipment and wellness
- Reimbursement for internet and remote work travel
- Generous parental leave policy
- Annual in-person team gatherings
- Support for remote collaboration and global mobility
The organization is a certified B Corp, committed to positive social impact and open-source values. Recognized as a top workplace for remote employees and gender equity, it fosters a culture of curiosity, inclusion, and innovation. Team members are encouraged to share ideas, take initiative, and shape the direction of the platform.
Our Commitment to Inclusion
We believe diverse perspectives strengthen our team and drive better outcomes. We welcome people of all backgrounds, identities, and experiences. You’re encouraged to bring your full self to work and contribute to a respectful, open environment. If you need accommodations during the hiring process, please let us know—we’re committed to making it accessible and comfortable for everyone.
