Cloud Support Engineer

About Platform.sh

The Platform.sh Platform-as-a-Service (PaaS) removes the complexities of cloud infrastructure management and optimizes development-to-production workflows, reducing the time it takes to build and deploy applications. Delivering efficiency, reliability, and security, giving development teams both control and peace of mind. Built for developers, by developers.

Adopted and loved by 16,000+ developers, 7,000 customers, and for nearly a decade Platform.sh has been providing out-of-the-box capabilities that serve as the launchpad for creative development teams’ out-of-the-box thinking.

We provide 24x7 support, managed cloud infrastructure, and automated security and compliance with an all-in-one PaaS. We give our customers complete control over their data by keeping applications secure and available around the clock.

Platformers are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.

Bring your expertise and enthusiasm to our growing, global organization. Your contributions, collaboration, and unique point of view are recognized and valued here.

Impact of a Cloud Support Engineer

Your work directly shapes the customer experience, ensuring that technically sophisticated users receive timely, effective solutions to complex challenges within our products that search engines can’t solve. Every day, you apply your expertise in Linux, MySQL, DNS, CDNs, SSL, Redis, various programming languages, and more to troubleshoot and resolve issues through support tickets, live chat, and occasional voice calls.

Beyond problem-solving, you drive continuous improvement, refining support processes, testing new strategies and collaborating with teammates to enhance both customer satisfaction and internal workflows. Your contributions strengthen Platform.sh’s reputation as a trusted, developer-first platform, making a lasting impact on both our customers and the evolution of our products. When users think of how great Platform.sh is, they think of you.

What to expect

• Infrastructure Troubleshooting: Dive deep into troubleshooting and resolving intricate infrastructure issues that keep customer applications running smoothly.
• Application & System Debugging: Diagnose, debug, and document technical challenges, becoming a go-to problem solver for both applications and systems.
• Cloud Management: Deploy and configure cloud infrastructure resources, ensuring high performance, scalability, and efficiency.
• Bug Investigation & Reporting: Troubleshoot, reproduce, and report bugs, collaborating with internal teams to enhance product stability.
• Product Expertise & Documentation: Become a product expert and contribute to improving customer-facing documentation for better self-service support.
• On-Call Support: Take part in on-call shifts, providing rapid, high-impact support for urgent tickets and incidents.
• Autonomous Problem-Solving: Work with the freedom to take initiative, solve problems creatively, and improve support processes with minimal supervision.
• Customer Interaction: Provide top-tier technical support through ZenDesk, ensuring customers receive timely and effective solutions.
• Issue Resolution Calls: Join customer-facing calls when needed, using your expertise to troubleshoot and resolve issues in real time.
• Team Training & Mentorship: Share your knowledge, mentor teammates, and contribute to training sessions that help elevate the entire support team.

What you bring

• Linux System Administration Expertise: Strong command of Linux environments, ensuring efficient system operation and troubleshooting.
• Web Development Knowledge: Experience with PHP, Python, Ruby, or Go, with an understanding of backend development principles.
• Version Control Proficiency: Skilled use of Git for managing code repositories and collaborative development.
• DNS Management Familiarity: Understanding of DNS configuration and troubleshooting for seamless domain management.
• Encryption & Security Expertise: Solid grasp of TLS and encryption protocols to maintain secure communication.
• Exceptional Communication Skills: Clear, empathetic, and effective customer support and technical documentation.

Nice to Have

• Advanced Infrastructure Knowledge: Proficiency with nginx, Galera, GlusterFS, and Puppet.
• CMS & E-Commerce Platform Experience: Familiarity with Magento, Symfony, TYPO3, and Drupal.
• Web Caching & CDN Expertise: Strong understanding of CDNs, Varnish, and caching strategies.
• Cloud & IaaS Familiarity: Experience with AWS, Microsoft Azure, and Google Compute Engine.
• Containerization Skills: Proficiency in containerization technologies and methodologies.

Where we hire

At Platform.sh, remote work isn't just a trend - it's our way of life. The freedom of remote work with the support of a diverse, global team has been our successful model for nearly a decade! Our culture celebrates flexibility and collaboration, while we have team members in over 30 countries spanning every time zone, we are currently focused on hiring in Australia. To enhance team synergy, we come together (at least) once a year in person, seizing the opportunity to connect, tackle challenges, and foster camaraderie. 

How we hire

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.

You can expect 4 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Platformers. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment. 

1. 45 Minutes with Talent Acquisition 
2. 60 Minutes with Team (ICs)
3. 60 Minutes with Hiring Manager (Manager, Support, APAC)
4. 45 Minutes with Executive (Senior Director, Customer Support)

All roles require background checks.

What we offer:

💡 A product you can believe in - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud B Corp.

🏆 An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women.

🗣️ A culture that values your voice - Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution.

🌎 A global team - Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives

🎉 Benefits and perks - Make the most of what matters to you

🧳 Annual team gatherings

💆‍♀️ Wellness budget

🧠 Professional development budget

💻 Office equipment budget

🩺 Comprehensive health coverage (CA, ES, FR, UK,USA)

🏝 Competitive PTO

👶 Inclusive parental leave 

📈 Company stock options

✈️ Remote work travel program 

You’re welcome here.

At Platform.sh, we take pride in our commitment to being an inclusive and diverse workplace. We strive to create an environment built on trust, support, and respect for all individuals. We welcome everyone, regardless of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, creed, gender, national origin, age, marital status, pregnancy, education, languages spoken, or veteran status. We encourage you to be yourself, connect with like-minded individuals, and share your passions.

If you require accommodation at any stage of our recruitment process, please don't hesitate to reach out to your talent acquisition partner. Your comfort and accessibility are important to us.