Cloud support engineer

About the company: The world’s most sophisticated companies rely on the company to remove uncertainty from decision‑making. With market intelligence and search built on proven AI, the company delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by the company in 2024 advances our shared mission to empower professionals to make smarter decisions through AI‑driven market intelligence. Together, the company and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, the company is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

About the Team

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and R&D teams. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of the company’s market‑leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, Canada, UK, India and Singapore.

About the Role

We are looking for a proactive Cloud Support Engineer to join our dynamic team. In this role, you will own technical problems end‑to‑end within your scope including investigating, diagnosing and resolving customer issues across SaaS and private cloud environments. In your day‑to‑day work, you will collaborate closely with senior engineers and technical customer contacts on more complex cases.

You will be the second line of defense for technical queries, working at the intersection of customers, frontline support and Engineering. This is a strong foundation role for someone early in their cloud support career with some experience, who has demonstrated relevant technical skills, contributing to a high‑trust team and the ability to apply AI tools to scale their impact.

Growth paths from this role include progression with the Support function to Senior Cloud Support Engineer and beyond, or a move into our Site Reliability Engineering (SRE) team, supported by structured training and collaboration with Engineering.

Who You Are

• A technically curious engineer with 2 - 4 years in technical support, IT operations, cloud operations or a related field.
• A clear communicator in writing and on customer calls, with the ability to explain technical concepts with appropriate clarity.
• A problem‑solver with a proactive, customer‑first mindset and an eye for surfacing risks early.
• Adaptable, eager to continuously learn, and willing to ask for help when blocked.
• Energized by being part of an entrepreneurial team and willing to pull your own weight to help the team succeed.

What You’ll Do

• Deliver exceptional technical support: Act as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues through close collaboration between L1 support and R&D teams. Own the customer‑facing loop on your assigned tickets, driving them to resolution with urgency.
• Troubleshoot and resolve technical challenges: Diagnose issues using logs, traces, and reproducible test cases; work confidently with kubectl, awscli, and at least one scripting language. Resolve in‑scope issues completely and and escalated out‑of‑scope issues to the correct engineering domain with high‑quality artifacts.
• Collaborate cross‑functionally: Partner effectively within the team and across regions and time zones; share knowledge proactively and close loops on commitments. Build working relationships with both account teams and R&D as you grow your technical credibility.
• Documentation: Contribute to runbooks, KEDB articles, and FAQs. Maintain documentation hygiene on the issues you own.
• Be an advocate for customers: Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.
• Build working knowledge of the company platform and core products. Identify your own knowledge gaps and build a plan to close them.
• Use AI tools in your daily work for technical investigations, log analysis, customer communication and documentation. Build repeatable prompts and workflows rather than one‑off use; share what works with the team.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 2 - 4 years in technical support, IT operations, cloud operations or a related field.
• Working proficiency with CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript or similar.
• 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 (e.g., Prometheus, Grafana, FireHydrant).
• Demonstrated AI fluency in day‑to‑day work: can speak to examples of how AI has changed the way they work.
• Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution.
• Ability to communicate complex technical concepts clearly to customers and team members.

Preferred Qualifications:

• Experience in networking and troubleshooting complex network issues
• Experience troubleshooting in at least one major cloud platform (preferably AWS) and 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, and related troubleshooting
• Experience with Search Technologies and Data Storages (e.g. Vespa, ElasticSearch, MongoDB, MySQL)
• Experience or familiarity with the Java programming language
• Experience with standard software release lifecycles.

the company is an equal‑opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling the company’s commitment to equal employment opportunity. the company does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non‑merit factor. This policy applies to every aspect of employment at the company, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of the company to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

Recruiting Scams and Fraud

We at the company have been made aware of fraudulent job postings and individuals impersonating the company recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• the company never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @alpha-sense.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our Careers page.

If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of the company please contact us. Your security and trust matter to us.