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Cloud Support Engineer

4 months ago

Denver, United States Calypso AI Full time

Company Software is eating the world - and AI is eating software. Just like the last two decades have seen software penetrate every industry and use case - the next two decades will see AI touch everything we do. And as more and more of the mission-critical systems that run our lives are entrusted to algorithms, reliability and safety become a real concern. This is where CalypsoAI comes in - we build tools for trusted AI. This role combines the immediate responsibilities of a skilled Technical Support Engineer within a SaaS (Software as a Service) environment with a clear path for professional development toward a Site Reliability Engineering (SRE) focus. The ideal candidate possesses a strong technical foundation, thrives in a fast-paced troubleshooting environment, and is passionate about automating processes to ensure exceptional customer experience.

Proactive Monitoring and Uptime Assurance: Monitor key SaaS application metrics, logs, and alerts to identify and preempt potential service disruptions. Maintain a 24/7 support model ensuring high availability and performance of the SaaS environment.

Customer-Centric Incident Response: Serve as a primary point of contact for technical customer inquiries and issues. Collaborate with customers to understand their needs, troubleshoot problems effectively, and provide clear explanations. Triage, escalate, and own the resolution of technical incidents.

Development Team Collaboration: Analyze metrics, logs, and incident reports to provide critical insights to the development team for troubleshooting and continuous improvement. Drive efficiency by identifying patterns and areas for automation.

Site Reliability Engineering (SRE) Development: Propose and implement process automation to streamline incident resolution and improve overall system reliability. Introduce SRE concepts and best practices as the team matures, enhancing monitoring, alerting, and self-healing capabilities.

Qualifications 2-4 years of experience in a technical support or systems administration role Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience In-depth understanding of SaaS environments and cloud-based architecture (Preferably AWS) Proficiency in a scripting language (e.g., Python) Strong understanding of networking, databases (Postgresql), and operating systems (Linux) Solid Understanding of web technologies (HTTP, REST APIs, JSON, etc.) Excellent problem-solving, analytical, and communication skills, both written and verbal Ability to work independently and collaboratively within a team Willingness to learn new technologies and adapt to changing requirements Experience working with a ticketing system

Bonus Knowledge of monitoring tools (e.g., Prometheus, Grafana) Experience with Kubernetes Experience with configuration management tools (e.g. Terraform) Familiarity with cloud infrastructure and technologies Previous exposure to SRE principles and practices

Why CalypsoAI? To start with: we at CalypsoAI are building the first-ever security for AI solution If that's not enough: We are a fast-growing startup meaning we have great opportunities to grow within the company Endless opportunities to learn from our inspirational, talented team members You will never be bored at work again if you join us

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