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  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.

• Provide technical support and assistance to customers via various communication channels (e.g., email, chat, community) regarding IaC best practices and Dev Ops 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, Dev Ops, 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, Dev Ops, and code or scripting.
• Proficiency in infrastructure‑as‑code concepts and tools, such as Pulumi, Terraform, Cloud formation 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, Type Script, 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 Dev Ops Engineer, Azure Dev Ops 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.

• 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 (details below).

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: 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…