Cloud Support Engineer
AlphaSense is seeking a proactive Cloud Support Engineer to join our dynamic Customer & Product Support team. This role involves owning technical problems end-to-end, including investigating, diagnosing, and resolving customer issues across SaaS and private cloud environments. The position is based in Delhi and offers opportunities for growth within the support function or progression into our Site Reliability Engineering (SRE) team.
Key responsibilities include acting as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues through collaboration with L1 support and R&D teams. The engineer will troubleshoot and resolve technical challenges by diagnosing issues using logs, traces, and reproducible test cases, working confidently with tools like kubectl, awscli, and scripting languages. Additionally, the role involves contributing to runbooks, knowledge base articles, and FAQs, as well as advocating for customers by representing their voice in internal discussions and initiatives.
The ideal candidate has 2 to 4 years of experience in technical support, IT operations, cloud operations, or a related field. They should be clear communicators, capable of explaining technical concepts effectively, and possess a proactive, customer-first mindset. Adaptability, eagerness to learn, and the ability to collaborate within an entrepreneurial team are essential qualities for success in this role.
AlphaSense offers a competitive compensation package, including a base salary range of $91,000 to $115,000 USD, performance-based bonuses, equity options, and a generous benefits program. The company is committed to providing reasonable accommodations to qualified employees with protected disabilities, ensuring a supportive and inclusive work environment.
Joining AlphaSense means becoming part of a global team dedicated to empowering professionals with AI-driven market intelligence. The company fosters a culture of continuous improvement, collaboration, and innovation, providing ample opportunities for professional growth and development.