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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 LLM MongoDB MySQL Prometheus Python REST API
Apply Now
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 20

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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