Level 2 Support Cloud & Coding Labs

Role Overview: As a Level 2 Lab Support Engineer at Saras AI, your main responsibility will be to set up, manage, support, and troubleshoot cloud-based learning labs. You will focus on provisioning and maintaining coding environments such as Python, cloud sandboxes, Codio-style platforms, and supporting students and instructors during lab sessions. Your role will also involve resolving lab access and environment issues, enabling AI code-generation assistants, and ensuring reliable lab operations across various training programs centered on cloud computing, programming, data engineering, and AI-assisted development. Key Responsibilities: - Set up, configure, maintain, and troubleshoot cloud-based lab environments on platforms like AWS, GCP, Azure, or similar. - Utilize 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 like GitHub Copilot 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. Communication & Coordination (Critical): - Demonstrate strong written and verbal communication skills in English. - Provide 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 them into technical setups. - Maintain clear documentation and status reporting. - Collaborate across time zones with regular overlap with U.S. working hours. - Be responsive during live classes and troubleshooting windows. - Escalate issues early and manage expectations until resolution. Required Skills: - Hands-on experience with cloud platforms such as AWS, GCP, and Azure. - Proficient in Python scripting for automation and provisioning. - Experience with Docker, Git, and development workflows. - Familiarity with Codio or similar platforms and cloud IDEs like VS Code, Jupyter, Codespaces. - Exposure to AI code assistants, for example, 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: - Prior experience supporting training institutes or bootcamps. - Knowledge of Linux administration and networking fundamentals. - Experience in cloud cost monitoring and optimization. (Note: The JD does not contain any additional details about the company.) Role Overview: As a Level 2 Lab Support Engineer at Saras AI, your main responsibility will be to set up, manage, support, and troubleshoot cloud-based learning labs. You will focus on provisioning and maintaining coding environments such as Python, cloud sandboxes, Codio-style platforms, and supporting students and instructors during lab sessions. Your role will also involve resolving lab access and environment issues, enabling AI code-generation assistants, and ensuring reliable lab operations across various training programs centered on cloud computing, programming, data engineering, and AI-assisted development. Key Responsibilities: - Set up, configure, maintain, and troubleshoot cloud-based lab environments on platforms like AWS, GCP, Azure, or similar. - Utilize 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.