Cloud Support Engineer
AlphaSense, a leading AI platform redefining market intelligence, is seeking a proactive Cloud Support Engineer to join their Customer & Product Support (C&PS) team. This team operates at the intersection of sales, customer success, and R&D, ensuring seamless access and optimal utilization of AlphaSense’s market-leading platform and products. The role offers an excellent opportunity for individuals early in their cloud support careers to gain experience in a dynamic and collaborative environment.
As a Cloud Support Engineer, you will be responsible for owning technical problems end-to-end within your scope, including 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, acting as the second line of defense for technical queries. Your day-to-day tasks will involve troubleshooting technical challenges, diagnosing issues using logs and traces, and working confidently with tools like kubectl, awscli, and at least one scripting language. Additionally, you will contribute to documentation such as runbooks, KEDB articles, and FAQs, and advocate for customers by representing their voice in internal discussions.
The ideal candidate will have 2 to 4 years of experience in technical support, IT operations, cloud operations, or a related field. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Strong communication skills, both written and verbal, are essential, with the ability to explain technical concepts clearly. A proactive, customer-first mindset and adaptability are crucial, as is the willingness to continuously learn and seek assistance when needed. Experience with AI tools for technical investigations, log analysis, customer communication, and documentation is advantageous.
AlphaSense offers a comprehensive benefits package, including healthcare benefits such as dental insurance, flexible spending accounts, health insurance, and more. Employees also enjoy generous vacation policies, including paid time off, paid holidays, and paid sick days. Additional perks include company meals, commuter benefits, professional development opportunities, company events, and the chance to volunteer in the local community. The company has been recognized for excellence in company culture, AI innovation, and global workforce development, being named to Inc.’s 2026 Best Workplaces list for the fourth consecutive year.
AlphaSense fosters a collaborative and innovative culture, emphasizing a people-first approach with visible recognition and peer support. The company values resilience, as reflected in its 'Sisu'-driven culture, which ties Finnish resilience to high ambition across global hubs. Employees often describe their colleagues as smart, supportive, and growth-minded, with coaching and development highlighted in several functions. The company has been recognized for excellence in company culture, AI innovation, and global workforce development, being named to Inc.’s 2026 Best Workplaces list for the fourth consecutive year.