At a Glance
- Tasks: Help customers optimise their infrastructure-as-code with technical support and troubleshooting.
- Company: Join Pulumi, a fast-growing tech company at the forefront of cloud innovation.
- Benefits: Enjoy unlimited PTO, remote work flexibility, and a supportive team culture.
- Other info: Work remotely from anywhere in the UK or Spain with excellent career growth opportunities.
- Why this job: Be part of a pioneering team redefining cloud software and make a real impact.
- Qualifications: 5+ years in DevOps, strong coding skills, and a passion for customer support.
The predicted salary is between 52000 - 97000 £ per year.
We are looking for a Cloud Support Engineer who thrives on helping customers get the most out of Pulumi — supporting teams as they adopt, scale, and evolve their infrastructure-as-code practice using real programming languages, automation, and developer-first workflows. We are seeking a technical and empathetic Cloud Support Engineer to join our growing customer operations team at Pulumi. As a founding member of our support team, you will play a crucial role in defining the function while providing technical assistance and support to our ever-growing customer base. You will ensure the smooth operation and optimal utilization of our infrastructure-as-code platform. This is an excellent opportunity to work with cutting-edge technologies and be part of a fast-growing company at the forefront of our industry. At Pulumi, you’ll be challenged, continue learning, share knowledge with others, and collaborate with a talented and supportive team. While Pulumi is headquartered in Seattle, WA., we are dedicated to being a remote first company and this role can be located anywhere in the United Kingdom or Spain.
In This Role You Will:
- Provide technical support and assistance to customers via various communication channels (e.g., email, chat, community) regarding IaC best practices and DevOps concepts.
- Troubleshoot and resolve customer issues related to infrastructure deployments, configuration management, automation, and other infrastructure-as-code topics.
- Collaborate with cross-functional teams, including engineering, product, and sales to identify and resolve complex technical and business issues.
- Actively contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Stay updated with the latest trends and best practices in IaC, DevOps, cloud services (AWS, Azure, GCP, K8s) and related technologies.
- Participate in on-call rotations to provide after-hours support when necessary.
We’re Looking For Someone With:
- Minimum of 5 years of experience in a related field, with a strong focus on Infrastructure as Code, DevOps, and code or scripting.
- Proficiency in infrastructure-as-code concepts and tools, such as Pulumi, Terraform, Cloudformation and CDK.
- In-depth knowledge of cloud service providers, including AWS, Azure, GCP, and Kubernetes.
- Comfortable authoring readable maintainable code in one or more of the following; Python, TypeScript, GO, or Java.
- Experience using AI-powered support tools and assistants (e.g., LLM-driven troubleshooting tools, AI agents, or copilots) to accelerate customer issue resolution, improve diagnostic accuracy, and enhance knowledge base contributions.
- Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve complex technical issues.
- Certification(s) in relevant technologies, such as AWS Certified DevOps Engineer, Azure DevOps Engineer Expert, or Certified Kubernetes Administrator (CKA).
- Excellent communication skills, both written and verbal, with the ability to effectively convey technical concepts to both technical and non-technical audiences.
- Self-motivated and able to work independently as well as collaboratively in a team environment.
- Strong attention to detail and a commitment to delivering high-quality customer support.
Compensation:
Base Salary Hiring Range (Spain): £60,000 to £111,000
Base Salary Hiring Range (UK): €52,000 to €97,000
All full-time employee offers at Pulumi include base salary, bonus or variable, equity and benefits.
Benefits & Perks at Pulumi:
- Healthcare Coverage: We offer comprehensive medical, dental, vision, and supplemental insurance at no cost to U.S. employees. Internationally, we comply with local healthcare requirements and provide regionally appropriate coverage.
- Time Off: Our unlimited PTO policy encourages balance and rest — and we require employees to take at least three weeks off annually, plus 13 U.S. holidays.
- 401(k): U.S. employees are eligible for a 401(k) plan with an employer match to support long-term financial wellness.
- Parental Leave: We provide 20 weeks of paid leave for birthing parents or primary caregivers, and 16 weeks for non-birthing parents or secondary caregivers.
- Remote-First Culture: Pulumi has been fully remote since 2020, with teammates across 20+ U.S. states and 12+ countries. We support flexible work with asynchronous collaboration and an annual “work from anywhere” stipend.
- Professional Development: Every employee receives an annual learning and development budget to support growth, learning, and career goals.
- Equity Ownership: We believe in acting like owners. All employees receive equity and are empowered to think big, move fast, and build the future of cloud together.
- Additional Support: We offer a monthly wellness fund to support mental and physical well-being, and a quarterly happiness fund for team connection.
About Pulumi:
Pulumi is reimagining how teams build cloud software, enabling developers and infrastructure experts to work better together through a unique combination of programming languages, tools, and systems innovation. Our flagship infrastructure as code technology is open source and our SaaS product, Pulumi Cloud, provides platform teams, secrets management, and cloud management capabilities, and more. We have pioneered leveraging AI across all of these areas with our LLM-powered Pulumi Copilot to push the boundaries of what's possible. At Pulumi, we dream big, in the pursuit of helping our customers out-innovate and win. Founded in 2017 by industry veterans with over five decades of combined experience building developer platforms, Pulumi now has a global community of more than 350,000 members and serves over 3,250 customers. Despite our rapid growth, we're still only getting started, and are early in our mission to democratize the cloud. If you thrive in a fast-paced, high-performance, we want to work with you to accelerate Pulumi's impact. At Pulumi, we don't just accept difference, we celebrate, support, and thrive on it for the benefit of our employees, our products, and our customers. Pulumi is proud to be an equal opportunity workplace and is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Customer Support Engineer employer: Pulumi
Pulumi is an exceptional employer that champions a remote-first culture, allowing you to work from anywhere in the UK or Spain while enjoying comprehensive healthcare coverage and an unlimited PTO policy that promotes work-life balance. As a member of our innovative team, you'll have access to professional development opportunities and be part of a pioneering company that leverages AI to redefine cloud software development, all while contributing to a diverse and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pulumi. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pulumi before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pulumi:Your cover letter is your chance to shine! Tell us why you want to work at Pulumi specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pulumi!
How to prepare for a job interview at Pulumi
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
