Cloud Support Engineer
AlphaSense · Remote - United States
About this role
## About AlphaSense AlphaSense helps the world’s most sophisticated companies remove uncertainty from decision-making with trusted market intelligence and AI-powered search. Their content universe includes equity research, company filings, event transcripts, expert calls, news, trade journals, and customer research. In 2024, AlphaSense acquired Tegus to accelerate growth, innovation, and content expansion—combining complementary product and content capabilities to help users uncover deeper insights across thousands of content sets. AlphaSense is trusted by 6,000+ enterprise customers, including a majority of the S&P 500. Founded in 2011 and headquartered in New York City, AlphaSense has 2,000+ employees across the globe. ## About the Team Customer & Product Support (C&PS) sits at the intersection of sales, customer success, and R&D. Through close collaboration, the team drives positive customer outcomes and ensures seamless access and optimal utilization of AlphaSense’s platform and products. The team is global, based across the US, Canada, UK, India, and Singapore. ## About the Role — Cloud Support Engineer AlphaSense is seeking a proactive and experienced **Cloud Support Engineer** to join a dynamic team as a senior individual contributor. You’ll serve as the technical voice for strategic customers and independently diagnose and resolve complex issues across private cloud, search infrastructure, APIs, and agentic systems—often without needing engineering involvement to confirm root cause. You’ll use expertise in cloud technologies, distributed systems, and AI-driven search platforms to support smooth deployment, troubleshooting, and optimization of customer solutions. This role is ideal for someone who enjoys hard technical problems, builds trust with customers under pressure, and approaches work with an AI-first mindset. You will mentor more junior engineers, contribute to onboarding, and raise the technical and operational bar of the team. Growth paths include continued senior IC progression toward Staff/Principal, or transitioning into Site Reliability Engineering (SRE) with a structured training and collaboration program. ## Who You Are - 2–3 years in technical support, IT, cloud operations, or a related field - Confident communicator with executive presence on customer calls; able to translate complex technical concepts for non-technical stakeholders - A force multiplier: mentor peers, build documentation/tooling others use, and treat AI as a way to scale impact - 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 - Enjoys working in an entrepreneurial team and helping others when needed ## What You’ll Do - **Deliver exceptional technical support:** Act as the second line of defense for technical queries, working closely with L1 support and R&D to resolve customer issues - **Troubleshoot and resolve technical challenges:** Investigate and resolve issues across SaaS and private cloud environments, including AWS infrastructure and Kubernetes workloads, agentic systems, and MCP connectors—providing detail for Product/Engineering on complex cases - **Collaborate cross-functionally:** Partner with Customer & Product Support, Product, Engineering, and Customer Education to relay feedback, identify improvement opportunities, and contribute to s
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