CLOUD SUPPORT ENGINEER (SAAS PLATFORM)

Job Title: Cloud Support Engineer (SaaS Platform)
Location: Remote
Client: BrightSign

About the Role

BrightSign, a global leader in digital signage media players, is looking for a Cloud Support Engineer to support our SaaS platform, BSN.cloud. If you’re a technically curious person with a strong diagnostic mindset and hands-on experience with observability and cloud-native technologies, this is the role for you.

You’ll troubleshoot issues in a complex AWS-hosted, Kubernetes-based environment, supporting containerized .NET microservices and SQL/PostgreSQL databases.

You’ll work with tools like Grafana, Loki, Tempo, and Prometheus, supporting both internal systems and customer-reported incidents via Zendesk. This is a remote role on a high-performing team focused on reliability, performance, and customer success.

Key Responsibilities

• Troubleshoot technical issues in AWS EKS environments running microservices.


• Use Grafana observability stack (Loki, Tempo, Prometheus, Profiler) to analyze metrics, logs, and traces.


• Support customers moving from on-prem to cloud via BSN.cloud.


• Respond to and manage support tickets through Zendesk.


• Troubleshoot networking, API, and cloud infrastructure issues (EC2, IAM, CloudWatch).


• Analyze performance in Amazon RDS (SQL Server, PostgreSQL) using insights and query logs.


• Use Kubernetes (kubectl) for pod checks, log retrieval, and scaling operations.


• Perform network diagnostics using tools like curl, dig, nslookup, traceroute.


• Escalate complex incidents to SRE teams with complete diagnostics.


• Create and update documentation, playbooks, and internal knowledge bases.


• Participate in scenario-based diagnostics and ongoing training.

Required Skills & Experience

• 2+ years in a Cloud Support, DevOps, SRE, or Technical Support role.


• Familiar with observability tools: Grafana, Prometheus/PromQL, Loki, Tempo.


• Knowledge of AWS services (EKS, EC2, CloudWatch, IAM).


• Basic understanding of Kubernetes.


• Experience with REST APIs and API testing tools (e.g., curl, Postman, jq).


• Hands-on experience in scripting (Python, Bash, or JavaScript).


• Familiarity with relational and non-relational databases (SQL, NoSQL).


• Strong problem-solving and root cause analysis skills.


• Good written technical support skills.

Nice to Have

• Experience with Docker and containerized application workflows.


• Knowledge of GitHub workflows or CI/CD in cloud-native environments.


• Understanding of distributed systems and microservices architecture.


• AWS Cloud Practitioner Certification or equivalent foundational knowledge.


• Experience supporting US-based customers and teams.

We Offer

• Work with a global leader in digital signage and connected media solutions.


• Join a remote-friendly and technically driven company.


• Get deep exposure to observability, cloud infrastructure, and SaaS architecture.


• Be part of customer migration to modern cloud platforms.


• Work with high-performing SRE and DevOps teams.

ABOUT UPSMART SOLUTIONS UpSmart Solutions is at the forefront of technological innovation, offering a wide range of services including big data analytics, application design, digital infrastructure development, and more. Our mission is to deliver top-notch solutions that help our clients achieve their digital transformation goals. With a team of dedicated professionals, we pride ourselves on our ability to provide high-quality, innovative solutions that exceed client expectations. WHY WORK AT UPSMART SOLUTIONS PROFESSIONAL DEVELOPMENT We offer continuous learning opportunities, including workshops, certifications, and mentorship programs to help you grow in your career. COMPETITIVE COMPENSATION Our compensation packages are designed to attract and retain top talent, with competitive salaries, bonuses, and benefits. POSITIVE WORK ENVIRONMENT Enjoy a collaborative and inclusive workplace where your ideas are valued, and your contributions make a real impact. WORK-LIFE BALANCE We understand the importance of balancing work with personal life, offering flexible working hours and remote work options. INNOVATIVE PROJECTS Be part of groundbreaking projects that leverage the latest technologies in big data, AI, and digital transformation. HEALTH AND WELLNESS We prioritize your well-being with comprehensive health plans, wellness programs, and a supportive work culture. JOIN OUR TEAM Are you ready to take your career to the next level? At UpSmart Solutions, we are always on the lookout for talented individuals who are passionate about technology and innovation. Join us and be part of a team that is dedicated to delivering cutting-edge solutions and making a real impact in the tech industry. Apply now and start your journey with us!