Associate Support Engineer - Cadet

About Cloudsmith

Cloudsmith is transforming how organizations manage software artifacts and secure their software supply chains. Our fully managed, multi-tenant SaaS platform enables organizations to build, secure, and distribute software with confidence.

Built by developers for developers, Cloudsmith is a leading artifact management platform supporting over 30 package formats across programming languages, container technologies, and operating systems. Our platform combines enterprise-grade artifact management with vulnerability scanning, policy enforcement, and software supply chain security.

Join us as we build critical infrastructure powering modern software delivery worldwide.

About the Internship

We are looking for enthusiastic and technically curious interns to join our Customer Support Engineering team in Jaipur.

This internship offers an opportunity to work closely with experienced engineers and support specialists, helping customers troubleshoot technical issues, understand product functionality, and resolve challenges related to cloud infrastructure, software packages, and developer tools.

You will gain hands-on exposure to a modern SaaS platform, learn how production systems operate, and develop practical skills in debugging, API troubleshooting, cloud technologies, and customer communication.

If you enjoy solving technical problems, exploring how software works, and helping others, this is an excellent opportunity to begin your career in Technical Support Engineering.

Key Responsibilities

1. Technical Support & Troubleshooting

• Assist the support engineering team in responding to customer queries and technical support tickets.

• Learn to investigate and troubleshoot product-related issues using a structured problem-solving approach.

• Analyze basic logs, error messages, and system behavior to identify potential issues.

• Help reproduce technical issues and document troubleshooting steps.

• Escalate complex technical issues to senior engineers with relevant findings.

2. Technical Learning & Development

• Develop an understanding of Cloudsmith's platform, software artifact management, and package distribution.

• Work with REST APIs, HTTP protocols, and basic integration troubleshooting.

• Gain practical exposure to programming languages such as Python, Java, or JavaScript.

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• Understand basic cloud infrastructure concepts across AWS, Azure, or GCP.

• Explore developer tools, Git, CI/CD pipelines, and containerization technologies.

3. Documentation & Knowledge Management

• Assist in creating and maintaining technical documentation, FAQs, and knowledge base articles.

• Document common customer issues, troubleshooting approaches, and resolutions.

• Maintain accurate records of support activities and ticket updates.

4. Customer Communication & Collaboration

• Communicate with customers professionally and empathetically through support channels.

• Learn to explain technical concepts in simple and understandable language.

• Collaborate with support engineers and product development teams.

• Share recurring customer issues and observations with the team.

5. Support Operations

• Follow established support processes, response timelines, and escalation procedures.

• Be willing to work in rotational shifts, including evenings to support customers across global time zones.

Requirements

Required Qualifications

• Currently pursuing or recently completed a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

• Basic programming knowledge in at least one language: Python, Java, or JavaScript.

• Understanding of fundamental programming concepts, data structures, and logical problem-solving.

• Basic knowledge of HTTP, REST APIs, and client-server architecture.

• Familiarity with Linux/Unix commands and operating system fundamentals.

• Basic understanding of Git and version control.

• Interest in cloud technologies, SaaS platforms, and software development.

• Strong analytical and troubleshooting abilities.

• Excellent written and verbal communication skills in English.

• Willingness to learn, take ownership, and work in rotational shifts.

Good to Have

These are additional advantages, not mandatory requirements:

• Exposure to AWS, Azure, or GCP.

• Basic understanding of SQL and databases.

• Familiarity with Docker and containerization.

• Exposure to CI/CD tools such as GitHub Actions, CircleCI, or Jenkins.

• Understanding of software packaging and package managers.

• Familiarity with APIs, JSON, authentication, and webhooks.

• Experience with Linux-based development environments.

• Personal projects, GitHub contributions, hackathons, or open-source involvement.

• Internship or academic project experience in software development or technical support.

What We Look For

• Technical Curiosity: Genuine interest in understanding how software, applications, and cloud systems work.

• Problem-Solving Mindset: Ability to investigate problems logically instead of jumping to conclusions.

• Customer Orientation: Patience, empathy, and willingness to help customers resolve their challenges.

• Communication: Ability to communicate clearly and confidently in English.

• Learning Agility: Enthusiasm to explore unfamiliar technologies and learn new tools.

• Ownership: Willingness to take responsibility, seek guidance, and follow through on assigned tasks.

• Adaptability: Comfort working in a collaborative environment with global teams and rotational shifts.

What We Offer

• Hands-on experience working with a global SaaS product.

• Mentorship from experienced technical support and engineering professionals.

• Exposure to cloud infrastructure, DevOps, package management, and software supply chain technologies.

• Opportunity to work on real customer issues and practical technical challenges.

• Structured learning and development opportunities.

• Collaborative and inclusive work environment.

• Potential opportunity to transition into a full-time role based on performance, business requirements, and available opportunities.

Candidate Read & Acknowledgement

I acknowledge that I have read and understood the requirements and responsibilities of the role. I am genuinely interested in pursuing my career in this opportunity, where I will be responsible for providing technical support to customers, troubleshooting and resolving technical issues, and ensuring an excellent customer experience.

I also understand the rotational shift requirements of the role and confirm that I am open and comfortable working in rotational shifts, as per business requirements.