Cloud Support Engineer

The worlds most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research company filings event transcripts expert calls news trade journals and clients own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together AlphaSense and Tegus will accelerate growth innovation and content expansion with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6000 enterprise customers including a majority of the S&P 500. Founded in 2011 AlphaSense is headquartered in New York City with more than 2000 employees across the globe and offices in the U.S. U.K. Finland India Singapore Canada and Ireland. Come join us!

Customer & Product Support (C&PS) sits at the intersection of sales customer success and R&D teams. Through close teamwork and collaboration we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSenses market-leading platform and products. We are committed to enhancing every users experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US Canada UK India and Singapore.

We are looking for a proactive Cloud Support Engineer to join our dynamic this role you will own technical problems end-to-end within your scope including investigating diagnosing and resolving customer issues across SaaS and private cloud your role day-to-day you will collaborate closely with senior engineers and technical customer contacts on more complex cases.

You will be the second line of defense for technical queries working at the intersection of customers frontline support and Engineering. This is a strong foundation role for someone early in their cloud support career with some experience who has demonstrated relevant technical skills contributing to a high-trust team and the ability to apply AI tools to scale their impact.

Growth paths from this role include progression with the Support function to Senior Cloud Support Engineer and beyond or a move into our Site Reliability Engineering (SRE) team supported by structured training and collaboration with Engineering.

• A technically curious engineer with 2 - 4 years in technical support IT operations cloud operations or a related field.

• A clear communicator in writing and on customer calls with the ability to explain technical concepts with appropriate clarity.

• A problem-solver with a proactive customer-first mindset and an eye for surfacing risks early.

• Adaptable eager to continuously learn and willing to ask for help when blocked.

• Energized by being part of an entrepreneurial team and willing to pull your own weight to help the team succeed.

• Deliver exceptional technical support: Act as the second line of defense for technical queries ensuring timely and effective resolution of customer issues through close collaboration between L1 support and R&D teams. Own the customer-facing loop on your assigned tickets driving them to resolution with urgency.

• Troubleshoot and resolve technical challenges: Diagnose issues using logs traces and reproducible test cases; work confidently with kubectl awscli and at least one scripting language. Resolve in-scope issues completely and escalate out-of-scope issues to the correct engineering domain with high-quality artifacts.

• Collaborate cross-functionally: Partner effectively within the team and across regions and time zones; share knowledge proactively and close loops on commitments. Build working relationships with both account teams and R&D as you grow your technical credibility.

• Documentation: Contribute to runbooks KEDB articles and FAQs. Maintain documentation hygiene on the issues you own.

• Be an advocate for customers: Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.

• Build working knowledge of the AlphaSense platform and core products. Identify your own knowledge gaps and build a plan to close them.

• Use AI tools in your daily work for technical investigations log analysis customer communication and documentation. Build repeatable prompts and workflows rather than one-off use; share what works with the team.

• Bachelors degree in Computer Science Information Technology or a related field (or equivalent practical experience).

• 2 - 4 years in technical support IT operations cloud operations or a related field.

• Working proficiency with CLI tools (e.g. kubectl awscli) and scripting skills in Python JavaScript or similar.

• Working knowledge of GraphQL REST APIs and MCP-related troubleshooting.

• Familiarity with connecting LLMs to external tools including multi-agent systems.

• Exposure to alerting and logging systems (e.g. Prometheus Grafana FireHydrant).

• Demonstrated AI fluency in day-to-day work: can speak to examples of how AI has changed the way they work.

• Experience managing customer support cases through their lifecycle from inquiry triage bug reporting through to resolution.

• Ability to communicate complex technical concepts clearly to customers and team members.

• Experience in networking and troubleshooting complex network issues

• Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker.

• Extensive experience working with GraphQL and other web APIs

• Hands-on experience with Infrastructure as Code tools such as Crossplane and related troubleshooting

• Experience with Search Technologies and Data Storages (e.g. Vespa ElasticSearch MongoDB MySQL)

• Experience or familiarity with the Java programming language

• Experience with standard software release lifecycles.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports inspires and respects all individuals. All employees share in the responsibility for fulfilling AlphaSenses commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race color sex (including pregnancy) national origin age religion marital status sexual orientation gender identity gender expression military or veteran status disability or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense including recruitment hiring training advancement and termination.

In addition it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where a particular employee works.

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