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Senior Cloud Support Engineer

1 month, 2 weeks ago
United Kingdom
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
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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

  • Serve as the second line of defense for technical customer issues and coordinate timely resolution with L1 support and R&D teams.
  • Investigate, diagnose, and resolve issues across SaaS and private cloud environments, including AWS infrastructure and Kubernetes workloads.
  • Troubleshoot agentic systems and MCP connectors and provide detailed case information for Product and Engineering follow-up.
  • Partner with Customer & Product Support, Product, Engineering, and Customer Education teams to share feedback and identify product improvements.
  • Create and maintain support documentation, KEDBs, FAQs, tutorials, and runbooks to strengthen internal and customer self-service.
  • Represent the voice of the customer in internal discussions and initiatives to improve platform value and customer outcomes.
  • Continuously learn the AlphaSense product and stay current on new features and capabilities.
  • Manage customer support cases through their full lifecycle, including inquiry, triage, bug reporting, and resolution.

Requirements

  • 3–5 years of experience in technical support, IT operations, or a related field.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
  • Proficiency with CLI tools such as kubectl and awscli.
  • Scripting experience in Python, JavaScript, or similar languages.
  • Understanding of GraphQL, REST APIs, and MCP-related troubleshooting.
  • Experience connecting LLMs to external tools, including multi-agent systems.
  • Experience with alerting and logging tools such as Prometheus, Grafana, and FireHydrant.
  • Ability to communicate complex technical concepts clearly to customers and team members.
  • Experience managing customer support cases through triage, bug reporting, and resolution.
  • Preferred: experience in networking and troubleshooting complex network issues.
  • Preferred: troubleshooting experience in at least one 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, and MySQL.
  • Preferred: experience or familiarity with Java.
  • Preferred: experience with standard software release lifecycles.

Benefits

  • Opportunity to grow toward AlphaSense’s Site Reliability Engineering team through ongoing training and close collaboration with Engineering.
  • Work with a globally distributed Customer & Product Support team across the US, UK, India, and Singapore.
  • Equal-opportunity employer committed to an inclusive and respectful work environment.
  • Reasonable accommodations provided for qualified employees with protected disabilities as required by law.

Interested in this position?

Apply directly on the company website

Apply Now

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