Staff Cloud Support Engineer

We are looking for a proactive and experienced Staff Cloud Support Engineer to join our dynamic team. In this role, you will serve as a key technical resource and advocate for our customers, tackling complex technical challenges and driving customer satisfaction. You will leverage your expertise in cloud technologies, distributed systems and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions.

This role is ideal for someone who thrives in a fast-paced environment and enjoys solving high-impact problems.

For longer-term growth opportunities within AlphaSense, we see this role as a stepping stone for those interested in growing into our Site Reliability Engineering (SRE) team. To make this possible, we have a program to facilitate ongoing training and tight collaboration with Engineering. Other options for progression pathways will be dependent on skill sets and individual performance goals.

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.
• Troubleshoot and resolve technical challenges: 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.
• Collaborate cross-functionally: 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.
• Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
• 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.
• Be an expert on our product and continuously build your knowledge: Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.

Do you have experience in Technical support?, Do you have a Bachelor's degree?, * A technically skilled professional with 3-5 years in technical support, IT operations, or a related field.

• A strong communicator with the ability to distill complex technical concepts for diverse audiences.
• A problem-solver with a proactive and customer-first mindset.
• Adaptable and eager to continuously learn and improve.
• Enjoy being part of an entrepreneurial team and work 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, * 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

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! 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, UK, India and Singapore.