Cloud Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the secondary support layer for technical inquiries, collaborating with L1 support and R&D teams to address customer challenges.

• Analyze, diagnose, and resolve issues within SaaS and private cloud settings, encompassing AWS infrastructure, Kubernetes workloads, agentic systems, and MCP connectors.

• Provide insights to Product and Engineering teams for the management of complex cases.

• Collaborate with Customer & Product Support, Product and Engineering, and Customer Education teams.

• Convey customer feedback, pinpoint opportunities for improvement, and participate in strategic product advancements.

• Facilitate regular customer-facing activities, such as technical reports, live calls, and technical reviews for key accounts.

• Identify signs of account risk early and express the strategic significance of assigned accounts.

• Develop and revise support documentation, KEDBs, FAQs, tutorials, and runbooks.

• Recognize and suggest process enhancements based on work patterns and team-level metrics; alert leadership to trends.

• Represent the customer perspective in internal discussions and initiatives.

• Cultivate expertise in the AlphaSense product and remain informed about new features.

• Lead the development of prompt libraries, MCP-connected workflows, and agent-based investigation methodologies for team utilization.

• Mentor junior engineers, assist with onboarding, and elevate the technical and operational standards of the team.

⛳️ Requirements

• 2-3 years of experience in technical support, IT or cloud operations, or a related discipline.

• Bachelor's degree in Computer Science, Information Technology, or a comparable field (or equivalent practical experience).

• Proficiency in CLI tools (e.g., kubectl, awscli) and scripting languages such as Python, JavaScript, or similar.

• Familiarity with GraphQL, REST APIs, and troubleshooting related to MCP.

• Experience and knowledge in connecting LLMs to external tools, including multi-agent systems.

• Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant).

• Ability to articulate complex technical concepts to customers and team members effectively.

• Experience managing the lifecycle of customer support cases, covering inquiry, triage, bug reporting, and resolution.

• Ability to create and sustain runbooks for in-depth troubleshooting procedures and Level 1 and 2 support training.

• Preferred: Experience in networking and addressing complex network challenges.

• Preferred: Experience troubleshooting within at least one major cloud platform, ideally AWS, and containerized environments using Kubernetes or Docker.

• Preferred: Extensive experience working with GraphQL and other web APIs.

• Preferred: Practical experience with Infrastructure as Code tools, such as Crossplane, and associated troubleshooting.

• Preferred: Experience with search technologies and data storage solutions, including Vespa, ElasticSearch, MongoDB, and MySQL.

• Preferred: Familiarity with Java.

• Preferred: Understanding of standard software release lifecycles.

🏝️ Benefits

• Performance-based bonus.

• Equity.

• Comprehensive benefits program.

• Equal employment opportunity.

• Reasonable accommodation for qualified employees with protected disabilities.

• AlphaSense does not require candidates to pay for job applications, equipment, or training.