✦ Luna Orbit — IT Support & Helpdesk

Product Support & Platform Engineer

at Univerus

📍 Remote, US Remote 💰 $100K – $150K USD / year Posted March 26, 2026
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Position Details

Salary $100K – $150K USD / year
Type Not Specified
Experience mid
Exp. Years 3+ years
Education Not specified
Category IT Support & Helpdesk

About this role

This role provides technical support for enterprise SaaS products hosted on AWS, focusing on troubleshooting, automation, and ensuring platform stability in a remote setting.

Key Responsibilities

  • Provide product support
  • Troubleshoot complex issues
  • Automate support processes
  • Perform root cause analysis
  • Maintain platform stability

Technical Overview

Supports cloud-based SaaS platforms on AWS, performs root cause analysis, automates support workflows, and maintains application stability, with skills in troubleshooting and platform engineering.

Ideal Candidate

The ideal candidate is a mid-level product support engineer with over 3 years of experience supporting cloud-based SaaS platforms, especially AWS. They are skilled in troubleshooting, root cause analysis, and automation, with a customer-focused approach in a remote environment.

Must-Have Skills

3+ years of product support experienceExperience with AWS or cloud platformsTroubleshooting complex issuesRoot cause analysisAutomation skillsCustomer support experience

Nice-to-Have Skills

Experience with platform engineeringKnowledge of enterprise SaaS platformsExperience with AWS automation toolsExperience mentoring junior team members

Tools & Platforms

AWSCloud platformsAutomation toolsApplication support tools

Required Skills

Customer supportproduct supportAWStroubleshootingroot cause analysisautomationplatform engineeringapplication support

Hard Skills

Customer supportProduct supportAWSCloud platformTroubleshootingRoot cause analysisAutomationPlatform engineeringAWS CloudApplication support

Soft Skills

CuriosityProblem-solvingCustomer focusCommunicationTeamworkAnalytical thinking

Industry & Role

Industry Enterprise Software / SaaS
Job Function Technical support and platform engineering for SaaS products
Role Subtype Help Desk L2
Tech Domains Amazon Web Services, Cloud platform, Automation

Keywords for Your Resume

product supportAWScloud platformtroubleshootingroot cause analysisautomationplatform engineeringapplication supportcustomer supportcloud supportAWS automationproblem-solvingcustomer focustechnical supportincident resolution

Deal Breakers

Less than 3 years of product support experience, No experience with AWS or cloud platforms, Lack of troubleshooting skills, Inability to work remotely

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