Cloud Support Engineer

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Skills you'll use

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.

Who can apply

• 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.

About AlphaSense

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