Cloud Support Engineer

About AlphaSense: AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The platform combines domain-specific AI with a vast content universe of over 500 million premium business documents — including equity research, earnings calls, expert interviews, filings, news, and internal proprietary content. Purpose-built for speed, accuracy, and enterprise-grade security, AlphaSense helps teams extract critical insights, uncover market-moving trends, and automate complex workflows with high-quality outputs. With AI solutions like Generative Search, Generative Grid, and Deep Research, AlphaSense delivers the clarity and depth professionals need to navigate complexity and obtain accurate, real-time information quickly. For more information, visit www.alpha-sense.com. Come join us. About the Team 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 AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s 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. About the Role We are looking for a proactive Cloud Support Engineer to join our dynamic team. In 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 environments. In 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. Who You Are - 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. What You’ll Do - 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. Minimum Qualifications: - 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. Preferred Qualifications: - 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 For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below. You may also be offered a performance-based bonus, equity, and a generous benefits program. Base Compensation Range $100,000—$111,000 USD 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 AlphaSense’s 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. Recruiting Scams and Fraud We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: - AlphaSense never asks candidates to pay for job applications, equipment, or training. - All official communications will come from an @alpha-sense.com email address. - If you’re unsure about a job posting or recruiter, verify it on our Careers page. If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.