Shape the future of work in complex industries.

At Falkor, we help some of the world's most complex industries operate with greater clarity, confidence, and control.

Built on more than 200 years of KONGSBERG industrial heritage, our industrial intelligence platform connects people, systems, and workflows across energy, processing, power, renewables, and other heavy-asset industries.

We turn complexity into clarity and data into decisions, helping organizations improve safety, efficiency, and performance across the asset lifecycle.

As industries evolve, we're building the technology that helps people see further, decide faster, and operate with confidence.

The Opportunity:

We are looking for a Cloud Support Engineer to join the Customer Support team. This hands-on support role is suited to a professional with approximately 3+ years of experience in cloud operations, technical support, or infrastructure support.

The successful candidate will support customers with onboarding, troubleshooting, and the reliable operation of cloud-based services. This role will work closely with Customer Support colleagues and collaborate with Cloud Architects, Solution Architects, Engineering, Product, and Delivery/Customer Success teams as escalation and delivery partners.

What You’ll Do

Customer Support and Cloud Operations

• Monitor, support, and troubleshoot cloud-based services across Microsoft Azure and related platforms.

• Support incident response, service restoration, root cause analysis, and follow-up activities.

• Use dashboards, logs, alerts, and runbooks to identify issues, validate service health, and support customer-facing operations.

• Maintain accurate handover notes, operational documentation, and support records.

Customer Enablement and Delivery Support

• Partner with Cloud and Solution Architects to support effective customer onboarding and delivery execution.

• Assist customers by troubleshooting platform usage issues, onboarding queries, and initial implementation or integration steps.

• Serve as a technical liaison between customers and internal teams to ensure issues are clearly understood and resolved efficiently.

• Contribute to improved customer experience, customer satisfaction, and delivery confidence.

SLA Management and Support Operations

• Ensure support requests are managed in accordance with defined SLAs, severity levels, and operational processes.

• Provide customers with timely updates, clear communication, and effective resolution for critical incidents.

• Follow SOPs for ticket prioritization, incident response, escalation workflows, and customer communication.

• Maintain operational discipline to ensure support workflows remain reliable, predictable, and scalable.

Technical Troubleshooting and Escalation

• Support Kubernetes-based cloud services through basic health checks, deployment validation, and first-level troubleshooting.

• Troubleshoot common issues related to access, configuration, connectivity, workload failures, resource utilization, logs, and monitoring alerts.

• Hands on experience on Grafana, GitOps, no-SQL DB’s, CI/CD tools, service mesh concepts and hybrid infrastructure.

• Escalate defects, feature gaps, or complex platform issues with clear context, reproduction steps, logs, and diagnostics.

Knowledge Management and Continuous Improvement

• Develop and maintain troubleshooting guides, support playbooks, root cause summaries, and customer-facing explanations.

• Identify recurring issue patterns and recommend improvements to reduce repeat incidents.

• Collaborate with Support, Engineering, Product, and Delivery/Customer Success teams to strengthen product quality and internal troubleshooting capability.

Shift-Based Support Coverage

• Provide cloud support coverage as part of a planned shift roster.

• Work rotational shifts in alignment with Customer Support coverage requirements and business needs. Indicative shift timings include 5:00 AM–2:00 PM, 12:00 PM–9:00 PM, and 8:00 PM–5:00 AM.

• Provide weekend coverage when assigned, ensuring timely handovers and continuity of service.

What we're looking for:

• Approximately 3+ years of experience in cloud support, infrastructure operations, platform support, or a related technical support role.

• Working knowledge of Microsoft Azure and foundational exposure to Kubernetes, containers, or cloud-native services.

• Sound understanding of incident management, monitoring and operational support processes.

• Hands on experience on full-stack observability platforms like Grafana (including but not limited to querying logs, metrics, traces, setting up dashboards & alerts).

• Strong ability to analyze, maintain, and develop scripts utilizing PowerShell, Python, Bash, or equivalent tools to streamline operations.

• Strong troubleshooting, communication, ownership, and collaboration skills. Willingness to work rotational shifts and provide weekend support when required.

Desirable Experience

• Exposure to AI, ML, data-intensive workloads, or GPU-enabled environments.

• Familiarity with Infrastructure as Code concepts (including Terraform, Bicep, ARM templates, or Pulumi).

• Experience supporting enterprise, industrial, regulated, or mission-critical environments.

• CKA certification will be an added advantage.

Success Measures

• Critical and complex support issues are resolved promptly, clearly, and efficiently.

• Customers experience minimal disruption, timely communication, and high service reliability.

• Customer satisfaction and response times show continuous improvement.

• Support knowledge, troubleshooting guides, and playbooks are structured for effective reuse.

• Recurring issues are identified, escalated, and reduced over time.

Why join Falkor?

You'll be joining a global technology company helping to redefine how complex industries operate.

At Falkor, you'll have the opportunity to:

• Work on meaningful challenges with real-world impact

• Collaborate with talented colleagues across technology and industry domains

• Learn from experts in software, engineering, operations, and digital transformation

• Grow your career in a business that is expanding globally

• Help shape technology that expands human capability in complex industries

We believe diverse perspectives make us stronger and are committed to creating an environment where everyone feels respected, included, and able to do their best work.

About Falkor

Falkor is a KONGSBERG company that enables organizations in heavy-asset industries to expand human capability and redefine how assets are designed, operated, and optimized across their lifecycle.

By connecting people, systems, and workflows, Falkor's industrial intelligence platform turns complexity into clarity and data into decisions, helping leading organizations improve safety, efficiency, and performance.

Ready to apply?

If you're excited about solving complex challenges and making an impact through technology, we'd love to hear from you.

Apply today with your resume.