Website:
netrolynx.ai
Job details:
About The Company
Lucidity is a rapidly growing technology company specializing in innovative cloud storage solutions. Our flagship product offers an automated NoOps disk auto-scaler that optimizes cloud storage across AWS, Azure, and GCP platforms. By dynamically adjusting storage capacity, Lucidity significantly enhances disk utilization, reduces costs, and eliminates downtime for enterprise clients. Recognized as a category leader, we have received numerous accolades, including the Best Infra and Dev Tools SaaS Startup award by SaaSBoomi and inclusion among India's Top Startups by LinkedIn for 2024 and 2025. Our solutions have been featured in the Forrester Cloud Storage Management and Optimization Report, reaffirming our industry leadership. Backed by $32 million in funding from prominent investors such as Alpha Wave Global, WestBridge Capital, and Beenext, we serve major enterprises across the US, UK, and India, including Fortune 500 companies. Our team comprises experienced entrepreneurs and technologists with backgrounds from Microsoft, Swiggy, and Tracxn, working in a deep tech environment with a focus on growth and innovation.
About The Role
As a Cloud Support Engineer at Lucidity, you will play a pivotal role in maintaining and enhancing the reliability of our cloud storage platform. Your primary responsibility will be to serve as the technical liaison between our enterprise customers and internal engineering teams, ensuring swift resolution of complex cloud infrastructure issues. You will be instrumental in troubleshooting, diagnosing, and resolving technical problems that impact customer environments, thereby ensuring high levels of platform uptime and customer satisfaction. Additionally, you will collaborate with Cloud and Solutions Architects to facilitate seamless onboarding and deployment processes, contributing to the continuous improvement of our support ecosystem through robust documentation and scalable support processes. This role offers an exciting opportunity to work in a cutting-edge, fast-paced environment where your technical expertise directly impacts customer success and company growth.
Qualifications
Candidates should possess a Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. A background in cloud computing, SaaS platforms, or infrastructure support is highly desirable. Prior experience in technical support, solution engineering, or platform support roles, particularly within cloud environments, will be advantageous. Strong communication skills, both written and verbal, are essential for effective customer interaction and cross-team collaboration. A proactive attitude, high learning agility, and the ability to troubleshoot complex issues efficiently are critical to succeeding in this role.
Responsibilities
Technical Troubleshooting & Issue Resolution
- Act as the primary owner for diagnosing and resolving complex technical support issues impacting customers.
- Investigate issues across cloud service provider (CSP) integrations such as AWS, Azure, and GCP, focusing on performance and reliability concerns.
- Collaborate closely with Engineering, Technical Solutions, and Cloud Architects to identify root causes and drive resolution.
- Provide timely updates, clear communication, and swift resolution for critical incidents to ensure customer satisfaction.
Customer Enablement & Delivery Support
- Partner with Cloud and Solution Architects to ensure smooth onboarding and delivery experiences for customers.
- Assist customers in troubleshooting platform usage issues, technical queries related to onboarding, and integration processes.
- Act as a technical bridge between customers and internal teams, ensuring issues are accurately understood and efficiently resolved.
- Contribute to enhancing overall customer experience and improving CSAT scores.
SLA Management & Support Operations
- Ensure all support requests are addressed within defined SLAs and operational protocols.
- Follow Standard Operating Procedures (SOPs) for ticket prioritization, incident response, escalation workflows, and customer communication.
- Maintain operational discipline to ensure support workflows are reliable, predictable, and scalable.
Knowledge Management & Cross-Team Collaboration
- Contribute to building a scalable knowledge base, including troubleshooting guides, root cause analyses, and customer-facing documentation.
- Escalate critical bugs, feature gaps, or product issues to Engineering and Product teams with detailed reproduction steps and diagnostics.
- Continuously work towards improving product quality, reducing recurring issues, and strengthening internal troubleshooting capabilities.
What Success Looks Like
- Rapid and effective resolution of complex support issues.
- High platform reliability with minimal customer disruption.
- Strong collaboration between Support, Engineering, and Customer Success teams.
- Comprehensive and accessible troubleshooting resources.
- Ongoing improvement in customer satisfaction scores and response times.
- Efficient elimination of recurring issues through proactive support measures.
Must Have Skills
- Experience in technical support, solutioning, or platform engineering support roles.
- Strong understanding of cloud infrastructure and SaaS platforms.
- Ability to communicate effectively with engineers, architects, and product managers.
- Willingness to work in rotational/night shifts as required.
- Excellent written and verbal communication skills.
- Proficiency in root cause analysis and troubleshooting customer issues.
- High motivation to learn and adapt in a fast-paced environment.
Good to Have
- Experience with cloud-native SaaS, DevOps, FinOps, storage, infrastructure, or platform products.
- Hands
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