Cloud Support Engineer

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.

Responsibilities

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: Diagnose issues using logs, traces, and reproducible test cases; work confidently with kubectl, awscli, and at least one scripting language; Collaborate cross-functionally: Partner effectively within the team and across regions and time zones; Documentation: Contribute to runbooks, KEDB articles, and FAQs; Be an advocate for customers: Represent the voice of the customer in internal discussions and initiatives; Build working knowledge of the AlphaSense platform and core products; Use AI tools in your daily work for technical investigations, log analysis, customer communication and documentation

Requirements

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; 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; A clear communicator in writing and on customer calls; A problem-solver with a proactive, customer-first mindset; Adaptable, eager to continuously learn; Energized by being part of an entrepreneurial team

Nice to have

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