Cloud Support Engineer

About the Role

We are looking for a proactive and experienced Cloud Support Engineer to join our dynamic team. In this role, senior technical voice for our most strategic customers. In this role, 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.

Who You Are

• 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.

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.
• Troubleshoot and resolve technical challenges: Investigate, diagnose, and resolve issues related to both SaaS and private cloud environments, including AWS infrastructure and Kubernetes workloads, agentic systems and MCP connectors, providing necessary detail for Product and Engineering to carry forward complex cases.
• Collaborate cross-functionally: Partner with the wider Customer & Product Support organization, Product and Engineering and Customer Education teams to relay customer feedback, identify opportunities for improvement, and contribute to strategic product enhancements.
• Lead recurring customer-facing rituals (technical reports, live calls, technical reviews) for strategic accounts at consistent quality.
• Surface account-risk signals early and articulate the strategic importance of assigned accounts to drive better customer outcomes.
• Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
• Identify and propose process improvements based on patterns in your work and team-level metrics; flag trends proactively to leadership.
• 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.
• Be an expert on our product and continuously build your knowledge: Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.
• Build reusable AI systems for the team: Lead on prompt libraries, MCP-connected workflows, agent-based investigation patterns to be leveraged by others.

Minimum Qualifications:

• 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