Cloud Support Engineer
AlphaSense is seeking a proactive Cloud Support Engineer to join our dynamic team in Bengaluru. As a key member of the Customer & Product Support (C&PS) team, you will play a crucial role in ensuring seamless access and optimal utilization of AlphaSense’s market-leading platform and products. This position offers an opportunity to work at the intersection of customers, frontline support, and Engineering, contributing to the success of a company trusted by over 6,000 enterprise customers, including a majority of the S&P 500.
In this role, you will act as the second line of defense for technical queries, owning technical problems end-to-end within your scope. Your day-to-day responsibilities will include investigating, diagnosing, and resolving customer issues across SaaS and private cloud environments. You will collaborate closely with senior engineers and technical customer contacts on more complex cases, ensuring timely and effective resolution of customer issues through close collaboration between L1 support and R&D teams.
The ideal candidate will have 2 to 4 years of experience in technical support, IT operations, cloud operations, or a related field. You should possess strong problem-solving skills, a proactive, customer-first mindset, and the ability to communicate technical concepts clearly in both writing and on customer calls. Proficiency with tools such as kubectl, awscli, and at least one scripting language is essential. Additionally, you should be adaptable, eager to continuously learn, and willing to ask for help when needed.
AlphaSense offers a collaborative and entrepreneurial work environment, providing structured training and growth paths within the Support function or into our Site Reliability Engineering (SRE) team. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses, and we value team members who are energized by being part of an entrepreneurial team and willing to contribute to the team's success.