Cloud Support Engineer

Summary

AlphaSense provides AI-driven market intelligence and search to help organizations make informed decisions. The Cloud Support Engineer will provide second-line technical support, owning customer issues across SaaS and private cloud environments from investigation through resolution while collaborating with support, engineering, and customer teams. The role also involves troubleshooting cloud technologies, maintaining documentation, advocating for customers, and using AI tools to improve support workflows.

Responsibilities

• 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 loopon 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 effectivelywithin the team and across regions and time zones; share knowledge proactively and close loops on commitments. Build working relationshipswith 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

Skills

• 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
• Bachelor's 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

Qualifications

Must Haves

• 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
• Bachelor's 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

Nice to Haves

• 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

Benefits

• You may also be offered a performance-based bonus, equity, and a generous benefits program.
• Structured training and collaboration with Engineering