Cloud Support Engineer

AlphaSense is hiring a Cloud Support Engineer to investigate, diagnose, and resolve customer issues across SaaS and private cloud environments. The role provides second-line technical support, collaborates with frontline support and Engineering, and uses AI tools to improve investigations and documentation.

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

Requirements:

• 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
• 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