Cloud Support Engineer

AlphaSense

About The Position

AlphaSense is seeking a proactive and experienced Cloud Support Engineer to join their dynamic team. This role serves as the senior technical voice for their most strategic customers, independently diagnosing and resolving complex issues across private cloud, search infrastructure, APIs, and agentic systems, often without needing engineering involvement to confirm the root cause. The engineer will leverage expertise in cloud technologies, distributed systems, and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions. This position is ideal for individuals energized by challenging technical problems, who can build trust with customers under pressure, and who are actively reshaping their work with an AI-first lens. This is a senior individual contributor role where the engineer will mentor junior engineers, contribute to onboarding, and raise the technical and operational bar of the team. Growth paths include continued senior IC progression or transitioning into the Site Reliability Engineering (SRE) team, supported by structured training and collaboration with Engineering.

Requirements

2-3 years in technical support, IT or cloud operations, or a related field.
Technically skilled professional.
Confident communicator who maintains executive presence on customer calls and translates complex technical concepts for non-technical stakeholders.
A force multiplier: mentors peers, builds documentation and tooling others use, and treats AI as a way to scale impact rather than a novelty.
Comfortable holding internal partners (including Engineering) accountable for resolution timelines and driving issues to closure end-to-end.
Customer-obsessed and commercially aware.
Adaptable and eager to continuously learn and improve.
Enjoys being part of an entrepreneurial team and works diligently to help others when needed.
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar.
Understand GraphQL, REST APIs and MCP related troubleshooting.
Experience and knowledge of connecting LLMs to external tools, including multi-agent systems.
Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant).
Demonstrated ability to communicate complex technical concepts to customers and team members.
Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution.
Ability to create and maintain runbooks that ensure clear and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training.

Nice To Haves

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.

Responsibilities

Deliver exceptional technical support as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues through collaboration between L1 support and R&D teams.
Investigate, diagnose, and resolve issues related to both SaaS and private cloud environments, including AWS infrastructure and Kubernetes workloads, agentic systems and MCP connectors, providing necessary detail for Product and Engineering to carry forward complex cases.
Partner with the wider Customer & Product Support organization, Product and Engineering, and Customer Education teams to relay customer feedback, identify opportunities for improvement, and contribute to strategic product enhancements.
Lead recurring customer-facing rituals (technical reports, live calls, technical reviews) for strategic accounts at consistent quality.
Surface account-risk signals early and articulate the strategic importance of assigned accounts to drive better customer outcomes.
Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
Identify and propose process improvements based on patterns in work and team-level metrics; flag trends proactively to leadership.
Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.
Proactively learn, stay up-to-date on new features, and fill knowledge gaps to become an expert on the AlphaSense product.
Lead on prompt libraries, MCP-connected workflows, and agent-based investigation patterns to be leveraged by others.