Cloud Support Engineer

About the Role We are looking for a proactive Cloud Support Engineer to join our dynamic team. In this role, you will own technical problems end-to-end within your scope including investigating, diagnosing and resolving customer issues across SaaS and private cloud environments. In your role day-to-day, you will collaborate closely with senior engineers and technical customer contacts on more complex cases. You will be the second line of defense for technical queries, working at the intersection of customers, frontline support and Engineering. This is a strong foundation role for someone early in their cloud support career with some experience, who has demonstrated relevant technical skills, contributing to a high-trust team and the ability to apply AI tools to scale their impact. Growth paths from this role include progression with the Support function to Senior Cloud Support Engineer and beyond, or a move into our Site Reliability Engineering (SRE) team, supported by structured training and collaboration with Engineering. Who You Are - A technically curious engineer with 2 - 4 years in technical support, IT operations, cloud operations or a related field. - A clear communicator in writing and on customer calls, with the ability to explain technical concepts with appropriate clarity. - A problem-solver with a proactive, customer-first mindset and an eye for surfacing risks early. - Adaptable, eager to continuously learn, and willing to ask for help when blocked. - Energized by being part of an entrepreneurial team and willing to pull your own weight to help the team succeed. 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. Own the customer-facing loop on your assigned tickets, driving them to resolution with urgency. - Troubleshoot and resolve technical challenges: Diagnose issues using logs, traces, and reproducible test cases; work confidently with kubectl, awscli, and at least one scripting language. Resolve in-scope issues completely and escalate out-of-scope issues to the correct engineering domain with high-quality artifacts. - Collaborate cross-functionally: Partner effectively within the team and across regions and time zones; share knowledge proactively and close loops on commitments. Build working relationships with both account teams and R&D as you grow your technical credibility. - Documentation: Contribute to runbooks, KEDB articles, and FAQs. Maintain documentation hygiene on the issues you own. - 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. - Build working knowledge of the AlphaSense platform and core products. Identify your own knowledge gaps and build a plan to close them. - Use AI tools in your daily work for technical investigations, log analysis, customer communication and documentation. Build repeatable prompts and workflows rather than one-off use; share what works with the team. Minimum Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). - 2 - 4 years in technical support, IT operations, cloud operations or a related field. - Working proficiency with CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript or similar. - Working knowledge of GraphQL, REST APIs and MCP-related troubleshooting. - Familiarity with connecting LLMs to external tools, including multi-agent systems. - Exposure to alerting and logging systems (e.g., Prometheus, Grafana, FireHydrant). - Demonstrated AI fluency in day-to-day work: can speak to examples of how AI has changed the way they work. - Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution. - Ability to communicate complex technical concepts clearly to customers and team members. 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.