Cloud Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $111k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

AlphaSense

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 Debt Financing on 2022-06

Consulting • Healthcare • Marketing

AlphaSense is a market intelligence and search platform that empowers companies to unlock critical insights across an extensive universe of public and private content, including company filings, broker research, expert calls, and market trends. Its AI-driven technology affords users the ability to conduct comprehensive due diligence with speed and accuracy, reducing uncertainty and blind spots in decision-making. Trusted by major corporations, financial institutions, and asset management firms globally, AlphaSense serves sectors such as financial services, health care, and technology by providing generative AI-powered solutions that integrate internal proprietary data with external premium content.

📋 Description

• Act as the second line of defense for technical queries and resolve customer issues through collaboration between L1 support and R&D teams • Investigate, diagnose, and resolve issues in SaaS and private cloud environments, including AWS infrastructure, Kubernetes workloads, agentic systems, and MCP connectors • Provide detail for Product and Engineering to carry forward complex cases • Partner with Customer & Product Support, Product and Engineering, and Customer Education teams • Relay customer feedback, identify improvement opportunities, and contribute to strategic product enhancements • Lead recurring customer-facing rituals, including technical reports, live calls, and technical reviews, for strategic accounts • Surface account-risk signals early and articulate the strategic importance of assigned accounts • Create and update support documentation, KEDBs, FAQs, tutorials, and runbooks • Identify and propose process improvements based on work patterns and team-level metrics; flag trends to leadership • Represent the customer voice in internal discussions and initiatives • Build expertise in the AlphaSense product and stay current on new features • Lead prompt libraries, MCP-connected workflows, and agent-based investigation patterns for team reuse • Mentor junior engineers, contribute to onboarding, and raise the team’s technical and operational standards

🎯 Requirements

• 2-3 years in technical support, IT or cloud operations, or a related field • 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) • Ability to communicate complex technical concepts to customers and team members • Experience managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution • Ability to create and maintain runbooks for deeper troubleshooting procedures and Level 1 and 2 support training • Preferred: Experience in networking and troubleshooting complex network issues • Preferred: Experience troubleshooting in at least one major cloud platform, preferably AWS, and containerized environments using Kubernetes or Docker • Preferred: Extensive experience working with GraphQL and other web APIs • Preferred: Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting • Preferred: Experience with search technologies and data storages, such as Vespa, ElasticSearch, MongoDB, and MySQL • Preferred: Experience or familiarity with Java • Preferred: Experience with standard software release lifecycles

🏖️ Benefits

• Performance-based bonus • Equity • Generous benefits program • Equal employment opportunity • Reasonable accommodation for qualified employees with protected disabilities • AlphaSense never asks candidates to pay for job applications, equipment, or training