Cloud Support Engineer
AlphaSenseabout 11 hours ago
Singapore, SingaporeMid Level
H1B Sponsor
Responsibilities
- Act as the second line of defense for technical queries, ensuring timely resolution of customer issues.
- Diagnose issues using logs, traces, and reproducible test cases.
- Collaborate cross-functionally with team members and account teams.
- Contribute to documentation such as runbooks and FAQs.
- Represent the voice of the customer in internal discussions.
- Build working knowledge of the AlphaSense platform and core products.
- Utilize AI tools for technical investigations and documentation.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2 - 4 years in technical support, IT operations, or cloud operations.
- Proficiency with CLI tools like kubectl and awscli, and scripting skills in Python or JavaScript.
- Knowledge of GraphQL, REST APIs, and troubleshooting.
- Familiarity with connecting LLMs to external tools.
- Exposure to alerting and logging systems.
- Demonstrated AI fluency in day-to-day work.
- Experience managing customer support cases through their lifecycle.
- Ability to communicate complex technical concepts clearly.