Cloud Support Engineer

AlphaSense·Remote - United States·20 авг.

Cloud Support Engineer

🌍 УдалённоMiddleПолная занятость🌐 Глобал

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Наша компания

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us! 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.

Чем предстоит заниматься

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

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

Наши требования

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

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

You may also be offered a performance-based bonus, equity, and a generous benefits program

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 -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

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

Дополнительно

Base Compensation Range

$100,000—$111,000 USD

AlphaSense

Remote - United States

ГрейдMiddle

ЗанятостьПолная занятость

РегионСША

ФорматУдалённо

ИсточникСкрыто

Опубликовано20 авг.

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