The opportunity
What you will own
- Own advanced technical escalations that cannot be resolved by frontline support.
- Reproduce defects, analyse logs and telemetry, isolate likely failure domains and document high-quality engineering handoffs.
- Support integrations, account/device issues, application behaviour, APIs, connectivity and platform configuration across CloudTen products.
- Create diagnostic playbooks and reusable troubleshooting procedures for support teams.
- Work with engineering and SRE teams during incidents and verify customer-facing recovery.
- Protect customer data by using approved diagnostic and redaction practices.
What you bring
Core qualifications
- 5+ years of technical support, systems support, application support, SRE-adjacent or software troubleshooting experience.
- Strong understanding of web/mobile applications, APIs, networking, databases and modern cloud services.
- Ability to interpret logs, metrics and traces and communicate technical findings clearly.
- Experience with Linux, HTTP, DNS, authentication/session concepts and structured incident troubleshooting.
- Strong written documentation and customer-facing communication skills.
Additional strengths
Preferred experience
- Scripting experience in Python, JavaScript, Bash or comparable tooling.
- Experience supporting real-time communications, health technology, AI products or telecom platforms.
- ITIL, cloud, networking 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.
