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Cloud Support Engineer

3 weeks ago
India
Full-time
Junior
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 develops an artificial intelligence-based search platform that enables investment and corporate professionals to quickly access and analyze extensive financial data and market insights from over 500 million documents, enhancing decision-maki...

Internet Software & Services
251-1K
Founded 2011
$770M raised
View All Jobs 22

Description

  • Act as the second line of defense for technical customer queries and drive assigned tickets to resolution.
  • Investigate, diagnose, and resolve customer issues across SaaS and private cloud environments.
  • Troubleshoot technical problems using logs, traces, reproducible test cases, CLI tools, and scripting.
  • Escalate out-of-scope issues to the appropriate engineering domain with clear 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.
  • Represent the voice of the customer in internal discussions and initiatives.
  • Build working knowledge of the AlphaSense platform and identify gaps to close through self-directed learning.
  • Use AI tools for technical investigations, log analysis, customer communication, and documentation.
  • Share knowledge proactively and maintain strong ownership of customer-facing follow-up.

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 systems such as Prometheus, Grafana, or FireHydrant.
  • Demonstrated AI fluency in day-to-day work and the ability to describe how AI has changed your workflow.
  • Experience managing customer support cases from inquiry and triage through bug reporting and resolution.
  • Experience troubleshooting networking issues, cloud platforms such as AWS, or containerized environments using Kubernetes or Docker, 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.
  • Ability to communicate complex technical concepts clearly to customers and team members.

Interested in this position?

Apply directly on the company website

Apply Now

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