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Cloud Support Engineer

1 month, 1 week ago
India
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
AWS Docker Elasticsearch Grafana GraphQL Java JavaScript Kubectl Kubernetes Linux 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 151

Description

  • Act as the second line of defense for technical queries and drive assigned customer tickets 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 team with clear, high-quality 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.
  • Represent the voice of the customer in internal discussions and product or platform initiatives.
  • Build working knowledge of AlphaSense products and identify knowledge gaps to close.
  • Use AI tools for technical investigations, log analysis, customer communication, and documentation.
  • Share knowledge, close loops on commitments, and support a high-trust team environment.

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 skills 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 tools such as Prometheus, Grafana, or FireHydrant.
  • Demonstrated AI fluency in day-to-day work and examples of how AI has changed how you work.
  • Experience managing customer support cases through inquiry, triage, bug reporting, and resolution.
  • Ability to communicate complex technical concepts clearly to customers and team members.
  • Experience troubleshooting networking issues, especially complex network problems, preferred.
  • Experience troubleshooting in a major cloud platform, preferably AWS, and containerized environments using Kubernetes or Docker, 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, preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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