Job Description & How to Apply Below
Bengaluru (Hybrid)
Experience:
1–3 Years Experience
Work Hours:
2 PM - 11 PM / 8 PM - 5 AM IST (Rotational Shifts)
About Us
Lucidity is a rapidly growing company with a first of its kind and impactful product in the cloud storage. Joining Lucidity offers the opportunity to work on cutting-edge technology, solve real-world problems for major enterprises, and be part of a company that is reshaping the future of cloud storage
.
We were also awarde d Best Infra and Dev Tools SaaS Start up b y SaaSBoo mi – Li
nk Listed amo ng India’s Top Startups by Linked I n 20 24 & ; 20
25
Lucidity has been featured in th e Forrester Cloud Storage Management and Optimization Repor
t.We are backed by $32 M in funding from investors like Alpha Wave Global, West Bridge Capital, and Beenext - Li
nkWe are the category leader in cloud storage optimizatio
n.Trusted by major enterprises, including Fortune 500 companies spanning across the US and the UK, being the major Market
s.Opportunity to work with experienced co-founder s Vatsa l & ;
Niti n - serial entrepreneurs who bring with them more than a decade of experience working with companies like Microsoft, Swiggy, and Tracxn and building and selling large tech product
s.Work in deep tech company and be part of an accelerated growth journ
eyWe have a presence across India, Abu Dhabi, the US, and the U
K.What we
do Lucidity is a company that provides an automated No
Ops disk auto-scaler for cloud storage across AWS, Azure, and GCP. It addresses over-provisioned block storage by dynamically scaling capacity, increasing disk utilization to around 80% from 25-35%. This results in cost reductions of up to 70% for businesses . Here's a vid eo of what Lucidity doe
s.
Key benefits inclu
de:
Significant Cost Savi ngs on storage (especially EBS cost
s).Elimination of Downt ime by preventing disk space issu
es.
Reduced Dev Ops Eff ort through automati
on.
Application Agnos tic solution works with various syste
ms.
Few additional useful link s:
Webs it e, Bl og s, Yout ub e, Linke
dIn
About the
RoleA s a Cloud Support Engi neer at Lucidity, you will serve as the crucial technical bridge between our enterprise customers and internal engineering teams. Your primary mission is to rapidly troubleshoot complex cloud infrastructure issues, ensure high platform reliability, and deliver an exceptional, SLA-driven customer experie
nce.
Additionally, you will collaborate closely with Cloud and Solutions Architects to accelerate customer onboarding and delivery, while building scalable support processes and robust documentation to shape our long-term support ecosys
tem.
What you
’ll do Technical Troubleshooting & Issue Reso
lution
Act as the primary owner for diagnosing and resolving complex technical support issues impacting cust
omers.
Investigate issues across CSP integrations (AWS/Azure/GCP), performance and reliability con
cerns.
Work closely with Engineering, Technical Solutions & Cloud Architects to identify root causes and drive resol
ution.
Ensure customers receive timely updates, clear communication and fast resolution for critical inci
dents.
Customer Enablement & Delivery S
upport
Partner with Cloud and Solution Architects to ensure customers have a smooth onboarding and delivery exper
ience.
Help unblock customers by troubleshooting platform usage issues, assisting with onboarding related technical queries supporting initial implementation and integration
steps.
Act as the technical bridge between customers and internal teams, ensuring issues are understood correctly and resolved effici
ently.
Your work will directly contribute to improving customer experience and
CSAT.SLA Management & Support Oper
ations
Ensure that all support requests are handled in accordance with defined SLAs and operational proc
esses.
Follow SOPs for Ticket prioritization based on severity, Incident response, Escalation workflows, Customer communic
ation.
Maintain operational discipline so that support workflows remain reliable, predictable, and sca
lable.
Knowledge Management & Cross-Team Collabo
ration
Help build a scalable knowledge base and playbook for the support fun
ction.
Document troubleshooting guides, root cause analyses,…
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