Level 2 Support – Cloud & Coding Labs (Hybrid)

Role Summary:

A technically strong Level 2 Lab Support Engineer is being sought to set up, manage, support, and troubleshoot cloud-based learning labs for an institute such as Saras AI. The role focuses on provisioning and maintaining coding environments (Python, cloud sandboxes, Codio-style platforms), supporting students and instructors during lab sessions, resolving lab access and environment issues, enabling AI code-generation assistants, and ensuring reliable lab operations across training programs. The position supports programs centered on cloud computing, programming, data engineering, and AI-assisted development.

Key Responsibilities

• Set up, configure, maintain, and troubleshoot cloud-based lab environments (AWS, GCP, Azure, or similar platforms).
• Use Python scripts and automation to provision, reset, and manage student lab environments and sandbox instances.
• Configure and support coding platforms such as Codio, Jupyter, VS Code environments, containers, and cloud-based sandbox labs.
• Provide Level 2 technical support to students and instructors during lab sessions, workshops, and live classes.
• Troubleshoot lab access issues, environment configuration problems, authentication issues, and platform-related incidents.
• Support and integrate AI code assistants (e.g., GitHub Copilot or similar tools) within learning environments.
• Work with GitHub Codespaces or similar cloud development environments.
• Maintain observability and monitoring layers, including logging, performance monitoring, debugging tools, and VS Code extensions.
• Monitor lab usage, uptime, cloud costs, and overall platform health; proactively identify and resolve operational issues.
• Maintain environment templates, documentation, troubleshooting guides, FAQs, and operational runbooks.
• Collaborate with faculty and curriculum teams to prepare, validate, and support labs before and during sessions.
• Coordinate with curriculum teams, instructors, platform vendors, and IT/cloud teams for issue resolution and environment readiness.
• Track, document, and manage incidents, service requests, escalations, and resolutions using support or ticketing systems.
• Escalate complex infrastructure or platform issues to appropriate teams and ensure timely follow-up through resolution.
• Set up, configure, and maintain cloud-based lab environments (AWS, GCP, Azure or similar).

Communication & Coordination (Critical)

• Strong written and verbal communication skills in English.
• Proactive updates on lab readiness, incidents, maintenance, and releases.
• Ensure all stakeholders are informed of changes, outages, and timelines.
• Ability to gather requirements from instructors and translate into technical setups.
• Maintain clear documentation and status reporting.
• Collaborate across time zones with regular overlap with U.S. working hours.
• Responsiveness during live classes and troubleshooting windows.
• Escalate issues early and manage expectations until resolution.

Required Skills

• Hands-on experience with cloud platforms (AWS/GCP/Azure).
• Strong Python scripting for automation and provisioning.
• Experience with Docker, Git, and development workflows.
• Familiarity with Codio or similar platforms and cloud IDEs (VS Code, Jupyter, Codespaces).
• Exposure to AI code assistants (e.g., GitHub Copilot).
• Familiarity with observability tooling and VS Code extensions.
• Strong troubleshooting and documentation skills.
• Ability to communicate technical topics to non-technical stakeholders.

Preferred

• Experience supporting training institutes or bootcamps.
• Linux administration and networking fundamentals.
• Cloud cost monitoring and optimization experience.
• Local Only