Cloud Support Engineer

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 awarded Best Infra and Dev Tools SaaS Startup by SaaSBoomi – LinkListed among India’s Top Startups by LinkedIn 2024 & 2025Lucidity has been featured in the Forrester Cloud Storage Management and Optimization Report. We are backed by $32 M in funding from investors like Alpha Wave Global, WestBridge Capital, and Beenext - LinkWe are the category leader in cloud storage optimization. Trusted by major enterprises, including Fortune 500 companies spanning across the US and the UK, being the major Markets. 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 products. Work in a deep tech company and be part of an accelerated growth journey. We have a presence across India, Abu Dhabi, the US, and the UK.

What we do

Lucidity 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. Key benefits include: Significant Cost Savings on storage (especially EBS costs). Elimination of Downtime by preventing disk space issues. Reduced DevOps Effort through automation. Application Agnostic solution works with various systems.

About the Role

As a Cloud Support Engineer 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 experience. 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 ecosystem.

What you’ll do

Technical Troubleshooting & Issue Resolution

• Act as the primary owner for diagnosing and resolving complex technical support issues impacting customers.
• Investigate issues across CSP integrations (AWS/Azure/GCP), performance and reliability concerns.
• Work closely with Engineering, Technical Solutions & Cloud Architects to identify root causes and drive resolution.
• Ensure customers receive timely updates, clear communication and fast resolution for critical incidents.

Customer Enablement & Delivery Support

• Partner with Cloud and Solution Architects to ensure customers have a smooth onboarding and delivery experience.
• 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 efficiently.
• Your work will directly contribute to improving customer experience and CSAT.

SLA Management & Support Operations

• Ensure that all support requests are handled in accordance with defined SLAs and operational processes.
• Follow SOPs for Ticket prioritization based on severity, Incident response, Escalation workflows, Customer communication.
• Maintain operational discipline so that support workflows remain reliable, predictable, and scalable.

Knowledge Management & Cross-Team Collaboration

• Help build a scalable knowledge base and playbook for the support function.
• Document troubleshooting guides, root cause analyses, common issue patterns and customer-facing explanations.
• Escalate critical bugs or feature gaps to Engineering and Product teams, providing clear reproduction steps, logs, and diagnostics.
• Continuously help in improving product quality, reduce recurring issues, and strengthen internal troubleshooting capabilities.

What Success Looks Like

• Complex support issues are resolved quickly and efficiently.
• Customers experience minimal disruption and high reliability.
• Strong collaboration between Support, Engineering and Delivery/Customer Success.
• Well-documented troubleshooting guides and knowledge resources.
• Continuous improvement in CSAT and response times.
• Recurring issues are being eliminated smoothly.

Must Have Skills

• Experience in technical support/solutioning or product/platform engineering support.
• Strong understanding of cloud infrastructure and SaaS platforms.
• Ability to have technical discussions with engineers, cloud/solution architects and PMs.
• Willingness to work in rotational/night shifts.
• Good written and verbal communication skills.
• Ability to perform root cause analysis and troubleshoot customer issues.
• High intent and willingness to learn in a fast-paced environment.

Good to have

• Background in cloud-native SaaS, DevOps, FinOps, storage, infra, or platform products.
• Experience working with AWS, Azure, GCP ecosystems or adjacent cloud tooling.
• Strong understanding of basic engineering principles and SaaS support and delivery lifecycle.
• Excellent analytical, problem-solving, and organizational skills.

Qualification

• Education - Bachelor’s or Master’s degree.
• Computer Science or Cloud background would be a plus.

What We Offer

• Ownership 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 decision-making.
• Uncapped leaves.

Key skills/competency

• Cloud Support Engineer
• Technical Support
• Cloud Infrastructure
• SaaS Platforms
• AWS
• Azure
• GCP
• Troubleshooting
• Customer Experience
• Root Cause Analysis