Customer Support Engineer

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.

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.

• 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.

• 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.

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.