Technical Support Engineer

AlphaSense; Vancouver; On-site; CAD 87,000 - 106,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll tackle complex challenges and enhance customer satisfaction. This role is perfect for those who thrive in fast-paced environments and enjoy solving impactful problems. You'll leverage your expertise in cloud technologies and software reliability to ensure smooth deployment and optimization of customer solutions. Collaborate with diverse teams to drive improvements and be an advocate for customers, making a real difference in their experience. If you're eager to learn and grow within an entrepreneurial team, this opportunity is for you!

Benefits

Performance-based bonus

Equity options

Generous benefits program

Qualifications

• 5+ years in technical support or IT operations.
• Experience with cloud platforms and troubleshooting RESTful APIs.

Responsibilities

• Deliver exceptional technical support and resolve customer issues.
• Collaborate with teams to relay feedback and improve products.

Skills

Technical Support

Cloud Technologies

Problem-Solving

Communication

Customer Service

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Technology

Tools

AWS

Google Cloud Platform

Azure

Kubernetes

Docker

Prometheus

Grafana

ElasticSearch

MongoDB

MySQL

Job description

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

About the Team

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and R&D teams. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.

About the Role

We are looking for a proactive and experienced Technical Support Engineer to join our dynamic team. In this role, you will serve as a key technical resource and advocate for our customers, tackling complex technical challenges and driving customer satisfaction. You will leverage your expertise in cloud technologies, software reliability engineering, and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions.

This role is ideal for someone who thrives in a fast-paced environment and enjoys solving high-impact problems.

Who You Are

• A technically skilled professional with no less than 5 years in technical support, IT operations or a related field.
• A strong communicator with the ability to distill complex technical concepts for diverse audiences.
• A problem-solver with a proactive and customer-first mindset.
• Adaptable and eager to continuously learn and improve.
• Enjoy being part of an entrepreneurial team and work diligently to help others when needed.

What You’ll Do

• 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: Investigate, diagnose, and resolve issues related to both SaaS and private cloud environments providing necessary detail for Product and Engineering to carry forward complex cases.
• Collaborate cross-functionally: Partner with the wider Customer & Product Support organization, Product and Engineering and Customer Education teams to relay customer feedback, identify opportunities for improvement, and contribute to strategic product enhancements.
• Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
• Be an advocate for customers: Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.
• Be an expert on our product and continuously build your knowledge: Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• Experience in at least in one major cloud platform (e.g., AWS, Google Cloud Platform, Azure) and Kubernetes/Docker
• Understand RESTful APIs and related troubleshooting.
• Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant)
• Demonstrated ability to communicate complex technical concepts to customers and team members
• Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution.
• Ability to create and maintain runbooks that ensure clear and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training

Preferred Qualifications:

• Experience in networking and troubleshooting complex network issues
• Experience working with GraphQL
• Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting
• Experience with Search Technologies and Data Storages (e.g. ElasticSearch, MongoDB, MySQL)
• Experience with standard software release lifecycles

For base compensation, we set standard ranges for all US-based roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.

You may also be offered a performance-based bonus, equity, and a generous benefits program.

Base Compensation Range:

$87,000 - $106,000 CAD

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.