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Cloud Support Engineer

1 month, 3 weeks ago
India
Full-time
Junior
Cloud Engineer
DevOps and Infrastructure
AWS Docker Elasticsearch Grafana GraphQL Java JavaScript Kubectl Kubernetes LLM MongoDB MySQL Prometheus Python REST API
Apply Now
Alphasense

Alphasense

Alphasense is a global leader in providing high-quality gas sensors and air quality monitors to industrial OEMs. With over 25 years of experience, the company offers a wide range of innovative gas sensor technologies for various applications, including...

Industrial Conglomerates
51-250
Founded 1996
View All Jobs 113

Description

  • Act as the second line of defense for technical queries and drive assigned customer issues to resolution.
  • Investigate, diagnose, and resolve customer issues across SaaS and private cloud environments.
  • Troubleshoot technical problems using logs, traces, reproducible test cases, kubectl, awscli, and scripting.
  • Escalate out-of-scope issues to the appropriate engineering domain with high-quality supporting artifacts.
  • Collaborate closely with senior engineers, frontline support, account teams, and R&D across regions and time zones.
  • Contribute to runbooks, KEDB articles, FAQs, and other support documentation.
  • Advocate for customers and represent the voice of the customer in internal discussions and initiatives.
  • Build working knowledge of the AlphaSense platform and identify gaps to close through a learning plan.
  • Use AI tools for technical investigations, log analysis, customer communication, and documentation, and share repeatable workflows with the team.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
  • 2-4 years of experience in technical support, IT operations, cloud operations, or a related field.
  • Working proficiency with CLI tools such as kubectl and awscli.
  • Scripting experience in Python, JavaScript, or a similar language.
  • 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 such as Prometheus, Grafana, and FireHydrant.
  • Demonstrated AI fluency in day-to-day work and examples of how AI has changed how you work.
  • Experience managing customer support cases from inquiry and triage through bug reporting and resolution.
  • Ability to communicate complex technical concepts clearly to customers and team members.
  • Preferred: experience in networking and troubleshooting complex network issues.
  • Preferred: experience troubleshooting in a major cloud platform, preferably AWS, and in Kubernetes or Docker environments.
  • Preferred: extensive experience with GraphQL and other web APIs.
  • Preferred: hands-on experience with Infrastructure as Code tools such as Crossplane.
  • Preferred: experience with search technologies and data stores such as Vespa, Elasticsearch, MongoDB, or MySQL.
  • Preferred: experience or familiarity with Java.
  • Preferred: experience with standard software release lifecycles.

Benefits

  • Structured training and collaboration with Engineering to support career growth.
  • Clear growth paths into Senior Cloud Support Engineer and potentially Site Reliability Engineering.
  • Global, collaborative team environment across multiple regions and time zones.
  • Opportunity to work with AI tools as part of daily work.
  • Equal-opportunity employer with a commitment to reasonable accommodation for qualified employees with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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