AlphaSense
Cloud Support Engineer
About this role
AlphaSense seeks an experienced Cloud Support Engineer to serve as the senior technical expert for strategic customers, independently diagnosing and resolving complex issues across private cloud, APIs, and AI-driven search systems. You'll mentor junior engineers, drive customer outcomes, and bridge support, product, and engineering teams in a senior individual contributor role.
What you'll do
- Independently diagnose and resolve complex technical issues spanning private cloud, search infrastructure, APIs, and agentic systems
- Act as second line of defense for technical queries, collaborating with L1 support and R&D teams
- Troubleshoot SaaS and private cloud environments including AWS infrastructure and Kubernetes workloads
- Lead recurring customer-facing technical rituals and live calls for strategic accounts
- Identify and escalate account-risk signals early to drive better customer outcomes
- Mentor junior engineers, create documentation, and raise the technical bar of the team
What they're looking for
- Cloud technologies and distributed systems
- Private cloud and AWS infrastructure
- Kubernetes and container orchestration
- API troubleshooting and debugging
- AI-driven search platforms
- Executive communication and stakeholder management
- Technical documentation and knowledge management
- Cross-functional collaboration
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AlphaSense
AlphaSense builds desktop and endpoint management solutions that operate at scale across macOS and Windows environments. The company is hiring system software engineers and IT professionals who can diagnose complex issues, manage endpoints securely, and bridge corporate IT with product engineering.
- Website
- alphasense.com
Likely interview questions
- Tell us about a complex cloud infrastructure issue you diagnosed and resolved without engineering involvement. What was your methodology?
- How have you used AI tools to improve your support processes or scale your impact?