Principal Support Engineer (L3, Edge Cloud)

The world’s digital experiences run on something invisible: the infrastructure and software that keep them fast, reliable, and secure. At Solstice Analytics, you’ll help design and deliver that foundation for an AI-driven world. We’re a global provider of infrastructure and software solutions for AI, cloud, network, and security, powering everything from real-time communication and streaming to enterprise AI and secure web applications. With 210+ edge locations, 50+ cloud regions, and thousands of GPUs , your work here can reach users and businesses across the globe. You’ll collaborate with leading technology partners such as Intel, NVIDIA, Dell, and Equinix , and work on platforms that power digital products used around the world. Our vision is simple: to connect the world to AI, anywhere, anytime. Want to work on technology that goes beyond a single product or industry? Join a global team of 550+ professionals building infrastructure and software that supports the entire digital ecosystem. What You’ll Do: Act as the final escalation point for complex technical issues related to Cloud infrastructure and services. Investigate, diagnose, and resolve advanced incidents involving compute, storage, networking, and virtualization. Analyze logs, metrics, and configurations to identify root causes and implement effective fixes. Own high-severity incidents and coordinate resolution with Engineering, DevOps, SRE, and Operations teams. Contribute to root cause analysis (RCA) and preventive action plans. Support deployment, upgrades, and maintenance of production Cloud environments. Collaborate with Product and Engineering teams to reproduce issues and validate fixes. Mentor and support L1 and L2 Support Engineers. Create and maintain runbooks, SOPs, and technical documentation. What We Are Looking For: 5+ years of experience in Cloud infrastructure support, system administration, or technical operations. Strong understanding of Cloud technologies: Compute (VMs, Containers, Kubernetes) Networking (VPCs, load balancers, routing, DNS, firewalls) Storage (object, block, databases) Security (IAM, encryption, best practices) Hands-on experience with Linux/Unix systems. Experience with at least one major Cloud platform (AWS, Azure, GCP, OpenStack, VMware Cloud). Familiarity with monitoring and logging tools (Prometheus, Grafana, ELK, Splunk). Strong analytical and problem-solving skills. English level B2 or higher. Nice to have: Automation and scripting (Python, Bash, PowerShell). CI/CD pipelines and infrastructure-as-code (Terraform, Ansible). Cloud certifications (AWS, Azure, GCP). Knowledge of ITIL incident and problem management. About the schedule: Working hours are Monday to Friday, 9:00 am to 6 pm, with the expectation of availability during critical incidents outside regular hours. Benefits: At Solstice Analytics, we want you to do your best work and enjoy the journey. Our benefits are designed to support your growth, well-being, and life beyond work: Competitive compensation Flexible working hours and hybrid or remote options, depending on your role Work from anywhere in the world for up to 45 days per year Private medical insurance for you and your family* Extra paid vacation and sick leave days* Support for life’s important moments and celebrations Language courses to help you connect and grow Modern, welcoming offices with snacks, drinks, and entertainment* Team sports and social activities* Equal Opportunity Employer We provide equal opportunity to all applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity, gender expression, national origin, disability, or any other legally protected characteristics.