Responsibilities

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.
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.

Qualification

A problem-solver with a proactiveAdaptableBachelor's degree in Computer Science2 - 4 years in technical supportWorking proficiency with CLI tools (eWorking knowledge of GraphQLFor base compensation

Required

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.
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.

Preferred

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. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.

Cloud Support Engineer at Alphasense · LumiJobs

Cloud Support Engineer

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Alphasense

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