The opportunity
What you will own
- Assist users with onboarding, product navigation, account access, supported workflows and configuration questions.
- Reproduce technical issues and collect the minimum diagnostic information needed for resolution.
- Handle source-code-related support data using approved privacy, security and retention procedures.
- Identify whether a case is usage guidance, platform defect, performance issue, security concern or feature request and route it appropriately.
- Create technically accurate knowledge articles and troubleshooting notes for developer users.
- Partner with AI and platform engineering on recurring issues, release changes and customer-impact verification.
What you bring
Core qualifications
- 2+ years of technical support, developer support, software QA or application-support experience.
- Working understanding of software development concepts, version control, APIs and common developer workflows.
- Ability to reproduce issues systematically and communicate clearly with both developers and non-specialist users.
- Strong security judgement when handling code, logs, credentials and customer data.
- Ability to learn AI-assisted software tooling without overstating model capabilities or guarantees.
Additional strengths
Preferred experience
- Experience with Git, IDEs, CI/CD, Python, JavaScript or other common development ecosystems.
- Previous SaaS/developer-tool support experience.
- Cloud, software-testing or security certification.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
