• Provide technical support via phone, email, and remote tools • Diagnose and resolve IT issues, escalating where appropriate • Monitor and troubleshoot issues across: ○ Networks ○ Telecoms systems ○ End-user devices (desktops/laptops) ○ Applications and ICT systems • Log and manage support tickets, ensuring accurate documentation • Prioritise and categorise incidents based on urgency and impact • Maintain regular communication with customers on ticket progress • Create and update technical documentation and knowledge base articles • Attend customer sites to resolve issues that cannot be handled remotely • Stay up to date with emerging technologies and best practices

• Provide timely and effective responses to customer inquiries and issues • Own and resolve complex logistics and SaaS customer issues • Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations • Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution • Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests • Develop and contribute to internal knowledge bases and customer help center content • Identify patterns in customer issues and proactively suggest process improvements

Role Description We are looking for a Cloud Support Engineer who thrives on helping customers get the most out of Pulumi — supporting teams as they adopt, scale, and evolve their infrastructure-as-code practice using real programming languages, automation, and developer-first workflows. As a founding member of our support team, you will play a crucial role in defining the function while providing technical assistance and support to our ever-growing customer base. You will ensure the smooth operation and optimal utilization of our infrastructure-as-code platform. This is an excellent opportunity to work with cutting-edge technologies and be part of a fast-growing company at the forefront of our industry. In This Role You Will: - Provide technical support and assistance to customers via various communication channels (e.g., email, chat, community) regarding IaC best practices and DevOps concepts. - Troubleshoot and resolve customer issues related to infrastructure deployments, configuration management, automation, and other infrastructure-as-code topics. - Collaborate with cross-functional teams, including engineering, product, and sales to identify and resolve complex technical and business issues. - Actively contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides. - Stay updated with the latest trends and best practices in IaC, DevOps, cloud services (AWS, Azure, GCP, K8s) and related technologies. - Participate in on-call rotations to provide after-hours support when necessary. Qualifications - Minimum of 5 years of experience in a related field, with a strong focus on Infrastructure as Code, DevOps, and code or scripting. - Proficiency in infrastructure-as-code concepts and tools, such as Pulumi, Terraform, Cloudformation and CDK. - In-depth knowledge of cloud service providers, including AWS, Azure, GCP, and Kubernetes. - Comfortable authoring readable maintainable code in one or more of the following; Python, TypeScript, GO, or Java. - Experience using AI-powered support tools and assistants (e.g., LLM-driven troubleshooting tools, AI agents, or copilots) to accelerate customer issue resolution, improve diagnostic accuracy, and enhance knowledge base contributions. - Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve complex technical issues. - Certification(s) in relevant technologies, such as AWS Certified DevOps Engineer, Azure DevOps Engineer Expert, or Certified Kubernetes Administrator (CKA). - Excellent communication skills, both written and verbal, with the ability to effectively convey technical concepts to both technical and non-technical audiences. - Self-motivated and able to work independently as well as collaboratively in a team environment. - Strong attention to detail and a commitment to delivering high-quality customer support. Requirements - Base Salary Hiring Range (Spain): £60,000 to £111,000 - Base Salary Hiring Range (UK): €52,000 to €97,000 Benefits - Healthcare Coverage: Comprehensive medical, dental, vision, and supplemental insurance at no cost to U.S. employees. Internationally, we comply with local healthcare requirements and provide regionally appropriate coverage. - Time Off: Unlimited PTO policy encourages balance and rest — and we require employees to take at least three weeks off annually, plus 13 U.S. holidays. - 401(k): U.S. employees are eligible for a 401(k) plan with an employer match to support long-term financial wellness. - Parental Leave: 20 weeks of paid leave for birthing parents or primary caregivers, and 16 weeks for non-birthing parents or secondary caregivers. - Remote-First Culture: Fully remote since 2020, supporting flexible work with asynchronous collaboration and an annual “work from anywhere” stipend. - Professional Development: Every employee receives an annual learning and development budget to support growth, learning, and career goals. - Equity Ownership: All employees receive equity and are empowered to think big, move fast, and build the future of cloud together. - Additional Support: Monthly wellness fund to support mental and physical well-being, and a quarterly happiness fund for team connection.

• Take ownership of issues reported by customers and see problems through to resolution. • Research, troubleshoot, and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Provide prompt and accurate feedback to customers. • Crave knowledge and continue to hone and improve your own technical and non-technical skills.