Note: The job is a remote job and is open to candidates in USA. F5 empowers organizations to create, secure, and run applications while delivering cybersecurity solutions and digital experiences. The Cloud Support Engineer will support and scale an AI Security public SaaS platform, combining technical support with Site Reliability Engineering practices. The role focuses on monitoring, incident response, customer communication, automation, and improving platform reliability for AI inference workloads.
Responsibilities
- Monitor key SaaS application metrics, logs, and alerts to proactively identify and prevent service disruptions
- Support a 24/7 operational model to ensure high availability and performance of the SaaS environment
- Serve as a primary point of contact for technical customer inquiries and issues
- Partner with customers to understand requirements, troubleshoot effectively, and provide clear, concise communication
- Triage, escalate, and own technical incidents through resolution
- Analyze metrics, logs, and incident reports to provide actionable insights to engineering teams
- Identify recurring patterns and opportunities for automation and continuous improvement
- Partner cross-functionally to improve platform reliability and performance
- Design and implement automation to streamline incident response and improve system reliability
- Introduce and mature SRE best practices, including enhanced monitoring, alerting, and self-healing capabilities
- Contribute to building scalable, resilient infrastructure to support AI inference workloads
Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
- 1–3+ years of experience in technical support, systems administration, or a similar role
- Strong understanding of SaaS environments and cloud-based architectures (preferably AWS)
- Proficiency in at least one scripting language (e.g., Python)
- Solid understanding of web technologies (HTTP, REST APIs, JSON, etc.)
- Experience working with ticketing systems
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively in a team environment
- Willingness to learn new technologies and adapt to evolving requirements
- Experience with monitoring and observability tools (e.g., Prometheus, Grafana)
- Familiarity with configuration management tools (e.g., Terraform)
- Experience working with cloud infrastructure technologies
- Exposure to SRE principles and reliability engineering practices
- Strong understanding of networking fundamentals
- Experience with databases (PostgreSQL), operating systems (Linux), and Kubernetes
Benefits
- Incentive compensation
- Bonus
- Restricted stock units
- Benefits
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