[Hiring] Cloud Support Engineer @AlphaSense

Role Description

We are looking for a proactive and experienced Cloud Support Engineer to join our dynamic team. In this role, you will be the senior technical voice for our most strategic customers. You will independently diagnose and resolve complex issues spanning private cloud, search infrastructure, APIs, and agentic systems often without needing engineering involvement to confirm root cause. You will leverage your expertise in cloud technologies, distributed systems, and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions.

This role is ideal for someone who is energized by hard technical problems, builds trust with customers under pressure, and is actively reshaping their work with an AI-first lens. This is a senior individual contributor role. You will mentor more junior engineers, contribute to onboarding, and raise the technical and operational bar of the team. Growth paths from this role include continued senior IC progression toward Staff and Principal, or grow into our Site Reliability Engineering (SRE) team, supported by a structured program of training and collaboration with Engineering.

Qualifications

• A technically skilled professional with 2-3 years in technical support, IT or cloud operations, or a related field.
• A confident communicator who maintains executive presence on customer calls and translates complex technical concepts for non-technical stakeholders.
• A force multiplier: you mentor peers, build documentation and tooling others use, and treat AI as a way to scale your impact rather than a novelty.
• Comfortable holding internal partners (including Engineering) accountable for resolution timelines and driving issues to closure end-to-end.
• Customer-obsessed and commercially aware.
• Adaptable and eager to continuously learn and improve.
• Enjoy being part of an entrepreneurial team and work diligently to help others when needed.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar.
• Understand GraphQL, REST APIs, and MCP related troubleshooting.
• Experience and knowledge of connecting LLMs to external tools, including multi-agent systems.
• Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant).
• Demonstrated ability to communicate complex technical concepts to customers and team members.
• Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution.
• Ability to create and maintain runbooks that ensure clear and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training.

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.

Benefits

• Base Compensation Range: $111,000 — $111,000 USD.
• Performance-based bonus.
• Equity.
• A generous benefits program.

Company Description

AlphaSense 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 AlphaSense’s commitment to equal employment opportunity. AlphaSense 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 AlphaSense, including recruitment, hiring, training, advancement, and termination.