Role Overview
This position supports enterprise customers using a cloud-based FinOps analytics platform, focusing on diagnosing and resolving advanced technical issues. The engineer acts as a technical advisor, helping customers interpret data, optimize usage, and achieve their financial operations goals through reliable platform performance.
Key Responsibilities
- Investigate, analyze, and resolve high-complexity support cases within defined service level agreements
- Collaborate with engineering and product teams to escalate critical bugs and advocate for customer-driven improvements
- Document solutions and contribute to internal and customer-facing knowledge resources
- Participate in scheduled on-call rotations, including weekend coverage as required
- Support incident response efforts by diagnosing platform disruptions and coordinating timely fixes
- Maintain up-to-date expertise on platform features, cloud cost models, and evolving cloud technologies
- Guide customers in understanding their cloud spending and usage data through clear technical explanations
Required Qualifications
- Bachelor of Science in Computer Science or a related technical field, or equivalent certification
- Minimum of six years in technical support roles serving enterprise clients
- Proven ability to troubleshoot complex systems and apply structured problem-solving methods
- Strong written and verbal communication skills, with experience explaining technical concepts to diverse audiences
- Ability to manage multiple priorities independently in a remote work environment
Preferred Qualifications
- Experience supporting SaaS platforms, particularly in cloud management or FinOps domains
- Familiarity with cloud cost reporting, analytics workflows, and data visualization
- Hands-on knowledge of public cloud platforms including AWS, Google Cloud, and Microsoft Azure
- Understanding of Agile frameworks such as Scrum or Kanban
- Experience collaborating with distributed teams across time zones
Technical Environment
The role operates within a cloud-native ecosystem involving AWS, Google Compute, Microsoft Azure, and SaaS-based FinOps tools, with deep engagement in the CloudHealth platform’s data and reporting capabilities.
Work Arrangement
This position supports remote work and is part of a global team. Candidates based in Bangalore, India, are encouraged to apply, though remote flexibility is available within the defined operational scope.
