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 In 2024 &; 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-founders Vatsal &; Nitin - 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 video 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 links: 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