Technical Solutions Engineer

Who We Are

At CloudFactory, we are a mission-driven team passionate about unlocking the disruptive potential of AI for the world. By combining advanced technology with a global network of talented experts, we make unusable data usable and inference reliable and trustworthy, driving real-world business value at scale.

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do, as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things, together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re ready to earn, learn, serve, and be part of a vibrant global community, CloudFactory is your place!

About the Role:

We are seeking a Technical Solutions Engineer (TSE) who excels at the intersection of software engineering and customer success. In this role, you will serve as a technical authority, resolving complex customer challenges and enabling successful product adoption. Rather than providing traditional support, you will debug production issues, design robust integrations, and act as a critical liaison between customers and our core engineering teams.

Key Responsibilities

• Troubleshoot and resolve advanced technical issues by analyzing source code, logs, stack traces, and system behavior.
• Provide code-level support, including scripting, minor bug fixes, and building internal automation tools.
• Guide customers through solution architecture, cloud deployments, and API integrations within their existing technology stack.
• Act as a trusted technical advisor for customers, translating complex technical concepts into clear, actionable guidance.
• Create and maintain developer documentation, knowledge base content, and sample code to enable self-service.
• Partner with product and engineering teams by submitting high-quality bug reports, sharing customer feedback, and participating in beta testing of new features.

Requirements

Minimum Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• Proficiency in at least one programming language (e.g., Python, Java, JavaScript/TypeScript, Go, C++).
• Demonstrated experience troubleshooting complex systems using tools such as logs, SQL queries, browser developer tools, and network analyzers.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Customer-focused mindset with a high degree of empathy and problem-solving orientation.

Preferred Qualifications

• Hands-on experience with cloud platforms (AWS, Google Cloud, Azure) and container technologies (Docker, Kubernetes).
• Strong SQL skills and familiarity with relational database schemas.
• Solid understanding of web technologies, including HTTP/HTTPS, REST APIs, JSON, and authentication mechanisms (OAuth, SAML).
• 2+ years of experience in a related role (e.g., Technical Solutions Engineer, DevOps Engineer, Software Engineer, or Tier 3 Support).

Tech Stack and Tools

• Languages: Python, JavaScript, Java, SQL
• Infrastructure: Linux, AWS/GCP, Docker, Kubernetes, Terraform
• Observability: Datadog, Splunk, Grafana, Prometheus
• Support Tools: Jira, Salesforce Service Cloud, Zendesk, Slack

Success Criteria (30–60–90 Days)

• 30 Days: Complete onboarding and product training, establish a functional development environment, and resolve Tier 1 support issues with guidance.
• 60 Days: Independently manage complex Tier 2 issues, participate in on-call rotations (as applicable), and contribute improvements to internal documentation.
• 90 Days: Serve as a subject matter expert in at least one product area, mentor newer team members, and collaborate directly with engineering on bug fixes and enhancements.