Cloud Support Engineer

<h1>About Platform.sh</h1>
Platform.sh is Platform-as-a-Service (PaaS) that 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 innovative 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.
<h1>Impact of a Cloud Support Engineer</h1>
Support at Platform.sh is more than a ticket queue - it’s about solving complex technical challenges, collaborating globally, and helping developers succeed. Our CSE’s are deeply technical, curious, and committed to creating a world-class support experience for our users.
In this customer-facing, engineering-adjacent role, you’ll help troubleshoot infrastructure, application, and deployment issues across a broad tech stack. You'll work in a high-trust, async-first environment where autonomy, problem-solving, and clear communication are key. If you enjoy tackling unsolved problems and making things better every day — this role might be for you!
<h1>What to expect</h1>
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Technical resolution: Resolve technical issues across infrastructure, deployments, databases, caching, and web performance
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Support management: Manage support tickets via Zendesk, with occasional live chat or voice support where needed
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Platform reliability: Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours
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Cross-team collaboration: Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling
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Knowledge sharing: Improve documentation and knowledge sharing across global support teams
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Web infrastructure troubleshooting: Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale
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Continuous improvement: Identify recurring problems and suggest improvements to systems, workflows, and documentation
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</ul>
<h1>What you bring</h1>
<ul>
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Linux systems experience: You're comfortable in the terminal and can navigate production environments
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Coding or scripting ability: You have experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)
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Cloud infrastructure familiarity: You've worked in or supported distributed systems, containerized environments, or cloud platforms
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Networking basics: You understand how the internet works, and can debug issues with DNS, SSL, CDN, etc.
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Strong written communication: You express technical ideas clearly and collaborate effectively in async global teams
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Problem-solving mindset: You take initiative, enjoy digging into issues, and look for ways to improve how we work
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Strong customer-centric mindset: You care about delivering value to users and partners. You approach problems with empathy and consider the end-user experience in your decisions. 
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</ul>
<h1>Where we hire</h1>
At Platform.sh, remote work isn't just a trend - it's our foundation. We've built a flexible, global culture over nearly a decade that supports collaboration and balance across time zones. While we have team members in 30+ countries, for this role we are currently hiring for this role in: Australia and Canada.  Applicants must be legally authorized to work in one of these countries — we are not able to sponsor visas at this time.
🕐 Please note: While we support flexible work, this is a support role that requires coverage during fixed working hours based on your region:
<ul>
<li>Australia: 08:00-16:00 AEST</li>
<li data-start="835" data-end="871">Canada: 10:00-18:00 / 9:00-17:00 PST</li>
</ul>
If you’re unable to reliably work during the required hours in your region, we unfortunately won’t be able to consider your application for this role.
<h1>How we hire</h1>
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. 
<ol>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">45 Minutes with Talent Acquisition </li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">60 Minutes with Hiring Manager (Manager, Support)</li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">60 Minutes with Team (IC's)</li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">45 Minutes with Executive (Senior Director, Support)</li>
</ol>
All roles require background checks.
<h1>What we offer</h1>
💡 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
<blockquote>
🩺 Comprehensive health coverage (CA)
🏝 Flexible PTO
📈 Company stock options
🧠 Professional development budget
💻 Office equipment budget
💆‍♀️ Wellness budget
🧳 Annual team gatherings
🛜 Internet reimbursement
👶 Inclusive parental leave
✈️ Remote work travel program
</blockquote>
<h1>You belong here</h1>
At Platform.sh, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, because they make us stronger as a team. Whoever you are, wherever you're from, and whatever path you've taken, you are welcome here. We encourage you to bring your whole self to work, connect with others, and share your passion.
If you need accommodations at any stage of our hiring process, please let us know. We're here to ensure an accessible and comfortable experience for you.

Cloud Support Engineer

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