Cloud Support Engineer
AlphaSenseResponsibilities
- Act as the second line of defense for technical queries and own assigned customer-facing cases through resolution.
- Investigate, diagnose, and resolve issues using logs, traces, reproducible test cases, kubectl, awscli, and scripting.
- Escalate out-of-scope issues to the appropriate engineering domain with high-quality technical artifacts.
- Collaborate with frontline support, R&D, senior engineers, account teams, and technical customer contacts across regions and time zones.
- Contribute to runbooks, KEDB articles, FAQs, and documentation hygiene.
- Advocate for customer needs in internal discussions and initiatives.
- Build working knowledge of the AlphaSense platform and close identified knowledge gaps.
- Use AI tools for technical investigations, log analysis, customer communication, and documentation, while developing repeatable workflows and sharing effective practices.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 2–4 years of experience in technical support, IT operations, cloud operations, or a related field.
- Working proficiency with CLI tools such as kubectl and awscli, plus scripting in Python, JavaScript, or a similar language.
- 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 such as Prometheus, Grafana, or FireHydrant.
- Demonstrated AI fluency in day-to-day technical work.
- Experience managing customer support cases from inquiry and triage through bug reporting and resolution.
- Ability to clearly communicate complex technical concepts to customers and team members.
- Preferred experience includes networking, major cloud platforms such as AWS, Kubernetes or Docker, GraphQL and web APIs, Infrastructure as Code with Crossplane, search technologies and data stores, Java, and software release lifecycles.
Tech Stack
Categories
About AlphaSense
AlphaSense is the technology behind the business world’s most important decisions – from Wall Street to boardrooms across every major industry. Trusted by over 6,500 leading companies – including 88% of the S&P 100, 80% of top global banks, and all 20 of the world’s largest pharmaceutical firms – our AI search and market intelligence platform empowers business leaders to move faster and with greater confidence by delivering the right insights at the right moment. Whether investing, acquiring, advising, or launching, AlphaSense fuels the decisions where clarity creates competitive edge. Headquartered in New York City, AlphaSense employs over 2,500 people across offices in the U.S., U.K., Finland, India, and Singapore. For more information, please visit www.alpha-sense.com.