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Cloud Support Engineer

3 weeks ago
Singapore
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 159

Description

  • Act as the second line of defense for technical queries and drive assigned customer tickets to resolution.
  • Investigate, diagnose, and resolve technical issues across SaaS and private cloud environments.
  • Use logs, traces, reproducible test cases, CLI tools, and scripting to troubleshoot problems.
  • Escalate out-of-scope issues to the appropriate engineering domain with clear supporting artifacts.
  • Collaborate 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 initiatives.
  • Build and expand working knowledge of the AlphaSense platform and core products.
  • Use AI tools for technical investigations, log analysis, customer communication, and documentation.
  • Create repeatable AI prompts and workflows and share effective practices 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 skills in Python, JavaScript, or similar languages.
  • 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, or FireHydrant.
  • Demonstrated AI fluency in day-to-day work and examples of how AI has changed the way 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, preferably complex ones.
  • Experience troubleshooting in at least one major cloud platform, preferably AWS, and in 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.
  • Experience with search technologies and data stores such as Vespa, Elasticsearch, MongoDB, or MySQL.
  • Experience with Java or familiarity with the language.
  • Experience with standard software release lifecycles.

Benefits

  • Structured training and collaboration with Engineering to support growth.
  • Career progression into Senior Cloud Support Engineer and other support roles.
  • Potential path into the Site Reliability Engineering team.
  • Opportunity to work on a globally distributed team across multiple regions and time zones.
  • Work at a company trusted by over 6,000 enterprise customers, including a majority of the S&P 500.

Interested in this position?

Apply directly on the company website

Apply Now

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