About the Role

Support at ZenoCloud is not a call centre. When a client's site goes down, our support engineers are the first line, diagnosing server issues, tracing AWS misconfigurations, and keeping clients informed with clear, specific updates. You'll own the first 30 minutes of any incident. That matters.

What You'll Do

• Own L1/L2 client tickets. Diagnose, resolve, or escalate with full context
• Handle live incidents: server outages, 502 errors, SSL failures, email delivery issues
• Write client-facing updates that are calm, specific, and accurate, not vague
• Build knowledge base articles from resolved tickets
• Identify recurring issues and flag patterns to the engineering team
• Postmortem writing: what happened, why, how we prevent it
• Use AI tools to accelerate ticket triage, knowledge base search, incident summarisation, and pattern detection across client environments

What We're Looking For

• 2+ years in technical support or sysadmin role
• Linux command line. You're comfortable diagnosing live server issues
• Basic AWS familiarity: EC2, RDS, S3, security groups
• You read error messages before Googling, every time
• You write clearly under pressure. A calm, specific client update at 3am is a skill.
• Bonus: experience with WordPress, Magento, or Nginx environments
• Willing to learn and use AI tools in your support workflow. We're building AI-assisted support, not replacing it

What You Get

• Competitive salary
• Remote from anywhere in India
• 24/7 on-call rotation (compensated). You're not on-call every night, but you're part of the team that keeps things running
• Clear escalation paths. You're never stranded on a problem alone
• Structured career path into engineering or DevOps for strong performers