[Hiring] Customer Support Engineer @Pulumi

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.