Senior Cloud Support Engineer — SaaS, Kubernetes, AWS

Tegus, Inc.; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

AlphaSense is seeking a proactive Cloud Support Engineer to join our Customer & Product Support team. You will own technical problems end-to-end within your scope, troubleshooting across SaaS and private cloud environments, and collaborating with senior engineers and technical customer contacts.

You will be the second line of defense for technical queries, handling complex cases, logs, and scripting, while applying AI tools to scale investigations and documentation.

Qualifications

• 2–4 years in technical support, IT operations, cloud operations, or related field.
• Bachelor's degree in CS/IT or related field.
• Experience with GraphQL, REST APIs, and MCP troubleshooting.
• Familiarity with connecting LLMs to external tools, including multi-agent systems.
• Exposure to alerting and logging systems (Prometheus, Grafana, FireHydrant).
• AI fluency in day-to-day work.
• Experience managing customer support cases end-to-end.
• Ability to communicate complex technical concepts clearly.

Responsibilities

• Deliver exceptional technical support: second line support and collaboration with L1/R&D.
• Troubleshoot and resolve technical challenges using logs, traces, and scripting.
• Collaborate cross-functionally across regions and time zones.
• Documentation: contribute to runbooks, KEDB, and FAQs.
• Be an advocate for customers and translate feedback to product teams.
• Build knowledge of the AlphaSense platform and core products.

Skills

GraphQL

REST APIs

MCP troubleshooting

AI fluency

Cloud operations

Customer support

Team collaboration

Education

Bachelor's degree in Computer Science/Information Technology or related field

Tools

Prometheus

Grafana

Kubernetes

Docker

aws CLI

Job description

AlphaSense is seeking a proactive Cloud Support Engineer to join our Customer & Product Support team. You will own technical problems end-to-end within your scope, troubleshooting across SaaS and private cloud environments, and collaborating with senior engineers and technical customer contacts.

You will be the second line of defense for technical queries, handling complex cases, logs, and scripting, while applying AI tools to scale investigations and documentation.