Staff Cloud Support Engineer

Job Description

AlphaSense is seeking a Staff Cloud Support Engineer to provide exceptional technical assistance as the second line of support for technical inquiries. This role involves troubleshooting and resolving issues related to SaaS and private cloud environments, including AWS infrastructure and Kubernetes workloads. Collaboration with the Customer & Product Support organization is crucial for relaying customer feedback and improving the platform. Responsibilities also include creating and updating support documentation, KEDBs, FAQs, and tutorials to aid users. The Staff Cloud Support Engineer will represent the customer's perspective in internal discussions, helping to maximize the platform's value and ensure continuous improvement based on user needs. Staying updated on new features and expanding knowledge of AlphaSense products is essential for this role.

Qualifications

1. Requires 3–5 years of experience in technical support, IT operations, or a related field. 2. Must have proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar languages. 3. Understanding of GraphQL, REST APIs, and MCP related troubleshooting is essential. 4. Experience connecting LLMs to external tools, including multi-agent systems, is necessary. 5. Familiarity with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant) is required. 6. Ability to communicate complex technical concepts effectively to customers and team members. 7. Experience managing customer support cases through their entire lifecycle is important. 8. Ability to create and maintain runbooks for troubleshooting procedures.

Benefits

- Health insurance - Flexible working hours - Professional development opportunities