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Cloud Support Engineer

3 weeks, 4 days ago
United States
Full-time
Senior
Technical Support 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 71

Description

  • Act as the second line of defense for technical customer issues and drive timely resolution.
  • Independently diagnose and resolve complex issues across SaaS and private cloud environments.
  • Troubleshoot AWS infrastructure, Kubernetes workloads, agentic systems, and MCP connectors.
  • Collaborate with L1 support, Product, Engineering, Customer Education, and Customer & Product Support teams.
  • Lead recurring customer-facing technical rituals such as reports, live calls, and technical reviews.
  • Surface account-risk signals early and communicate the strategic importance of assigned accounts.
  • Create and maintain support documentation, KEDBs, FAQs, tutorials, and runbooks.
  • Identify process improvements from work patterns and team metrics and escalate trends to leadership.
  • Represent the voice of the customer in internal discussions and product initiatives.
  • Mentor junior engineers and contribute to onboarding and team development.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
  • 2-3 years of experience in technical support, IT, cloud operations, or a related field.
  • Proficiency with CLI tools such as kubectl and awscli.
  • Scripting experience in Python, JavaScript, or similar languages.
  • Understanding of GraphQL, REST APIs, and MCP troubleshooting.
  • Experience connecting LLMs to external tools, including multi-agent systems.
  • Experience with alerting and logging systems such as Prometheus, Grafana, and FireHydrant.
  • Ability to communicate complex technical concepts clearly to customers and internal stakeholders.
  • Experience managing customer support cases through inquiry, triage, bug reporting, and resolution.
  • Experience troubleshooting networking issues, with preferred experience in AWS and Kubernetes or Docker.
  • Preferred experience with GraphQL and other web APIs, Infrastructure as Code tools such as Crossplane, and search/data systems such as Vespa, ElasticSearch, MongoDB, or MySQL.
  • Preferred familiarity with Java and standard software release lifecycles.

Benefits

  • Base salary range of $111,000 USD.
  • Performance-based bonus eligibility.
  • Equity.
  • Generous benefits program.
  • Reasonable accommodation for qualified employees with protected disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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