Cloud Support Engineer → SRE Path at AlphaSense

AlphaSense; Dublin (CA); Hybrid; USD 100,000 - 111,000; Full time

Job summary

AlphaSense seeks a proactive Cloud Support Engineer to own end-to-end technical problems in SaaS and private cloud environments. You will collaborate with senior engineers and R&D on complex cases, serving as the second line of defense for technical queries and driving resolution with urgency.

Growth paths include progression to Senior Cloud Support Engineer or transitioning to the Site Reliability Engineering (SRE) team, supported by structured training and cross-team collaboration.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2–4 years in technical support, IT operations, cloud operations or a related field.
• Working knowledge of GraphQL, REST APIs and MCP-related troubleshooting.
• Familiarity with connecting LLMs to external tools, including multi-agent systems.
• Exposure to alerting and logging systems (e.g., Prometheus, Grafana, FireHydrant).
• Demonstrated AI fluency in day-to-day work.
• Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution.
• Ability to communicate complex technical concepts clearly to customers and team members.

Responsibilities

• Deliver exceptional technical support: act as the second line of defense for technical queries, resolving customer issues with collaboration between L1 support and R&D.
• Troubleshoot and resolve technical challenges: diagnose issues using logs/traces, work with kubectl, awscli, and scripting languages.
• Collaborate cross-functionally: work with regions and time zones and build relationships with account teams and R&D.
• Documentation: contribute to runbooks, KEDB articles, and FAQs; maintain documentation hygiene.
• Be an advocate for customers: represent the voice of the customer in internal discussions.
• Build working knowledge of the AlphaSense platform and products; identify knowledge gaps and plan to close them.
• Use AI tools in daily work; build repeatable prompts and workflows.

Skills

Kubernetes

AWS CLI

Prometheus Grafana

GraphQL APIs

LLM / multi-agent troubleshooting

AI fluency

Education

Bachelor's degree in Computer Science / IT / related field

Tools

Crossplane

kubectl

awscli

Job description

Cloud Support Engineer → SRE Path at AlphaSense — Remote

Career Growth Signals: This role explicitly maps out two progression paths — Senior Cloud Support Engineer or a lateral move into Site Reliability Engineering (SRE). That structured transparency is a genuine green flag, rare at many companies. SRE is one of the highest-demand, highest-paid engineering specializations, making this a strong launchpad.

Skills You'll Build: Hands-on exposure to Kubernetes (kubectl), AWS CLI, Prometheus/Grafana observability stacks, GraphQL APIs, LLM/multi-agent system troubleshooting, and Infrastructure as Code tools like Crossplane — a modern, highly marketable cloud-native skill set. AI fluency is explicitly emphasized, positioning you at the forefront of AI-augmented engineering workflows.

Compensation vs. Market: At $100K–$111K, this is on the lower end for a cloud/SRE-adjacent engineer in the US market (mid-level cloud engineers typically command $120K–$150K+ at comparable growth-stage companies). However, the equity component and clear promotion path could offset this, especially if AlphaSense continues scaling.

Culture & Stage: AlphaSense reads as a scaling growth-stage company (not early startup, not big enterprise) — expect process maturity mixed with entrepreneurial pace. The "high-trust team" language and emphasis on self-direction suggest autonomy is rewarded.

• Green flags: Defined growth paths, global team, AI-forward culture, equity participation.
• Watch out for: Salary ceiling at entry; customer-facing support can be high-pressure. Confirm whether the SRE transition is formalized or informal.

AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The platform combines domain-specific AI with a vast content universe of over 500 million premium business documents — including equity research, earnings calls, expert interviews, filings, news, and internal proprietary content. Purpose-built for speed, accuracy, and enterprise-grade security, AlphaSense helps teams extract critical insights, uncover market-moving trends, and automate complex workflows with high-quality outputs. With AI solutions like Generative Search, Generative Grid, and Deep Research, AlphaSense delivers the clarity and depth professionals need to navigate complexity and obtain accurate, real-time information quickly. For more information, visit www.alpha-sense.com .

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, Canada, UK, India and Singapore.

About the Role

We are looking for a proactive Cloud Support Engineer to join our dynamic team. In this role, you will own technical problems end-to-end within your scope including investigating, diagnosing and resolving customer issues across SaaS and private cloud environments. Day-to-day, you will collaborate closely with senior engineers and technical customer contacts on more complex cases.

You will be the second line of defense for technical queries, working at the intersection of customers, frontline support and Engineering. This is a strong foundation role for someone early in their cloud support career with some experience, who has demonstrated relevant technical skills, contributing to a high-trust team and the ability to apply AI tools to scale their impact.

Growth paths from this role include progression within the Support function to Senior Cloud Support Engineer and beyond, or a move into our Site Reliability Engineering (SRE) team, supported by structured training and collaboration with Engineering.

Who You Are

• A technically curious engineer with 2–4 years in technical support, IT operations, cloud operations or a related field.
• A clear communicator in writing and on customer calls, with the ability to explain technical concepts with appropriate clarity.
• A problem-solver with a proactive, customer-first mindset and an eye for surfacing risks early.
• Adaptable, eager to continuously learn, and willing to ask for help when blocked.
• Energized by being part of an entrepreneurial team and willing to pull your own weight to help the team succeed.

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. Own the customer-facing loop on your assigned tickets, driving them to resolution with urgency.
• Troubleshoot and resolve technical challenges: Diagnose issues using logs, traces, and reproducible test cases; work confidently with kubectl, awscli, and at least one scripting language. Resolve in-scope issues completely and escalade out-of-scope issues to the correct engineering domain with high-quality artifacts.
• Collaborate cross-functionally: Partner effectively within the team and across regions and time zones; share knowledge proactively and close loops on commitments. Build working relationships with both account teams and R&D as you grow your technical credibility.
• Documentation: Contribute to runbooks, KEDB articles, and FAQs. Maintain documentation hygiene on the issues you own.
• 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.
• Build working knowledge of the AlphaSense platform and core products. Identify your own knowledge gaps and build a plan to close them.
• Use AI tools in your daily work for technical investigations, log analysis, customer communication and documentation. Build repeatable prompts and workflows rather than one-off use; share what works with the team.

Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 2–4 years in technical support, IT operations, cloud operations or a related field.
• Working knowledge of GraphQL, REST APIs and MCP-related troubleshooting.
• Familiarity with connecting LLMs to external tools, including multi-agent systems.
• Exposure to alerting and logging systems (e.g., Prometheus, Grafana, FireHydrant).
• Demonstrated AI fluency in day-to-day work: can speak to examples of how AI has changed the way they work.
• Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution.
• Ability to communicate complex technical concepts clearly to customers and team members.

Preferred Qualifications:

• Experience in networking and troubleshooting complex network issues.
• Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker.
• Extensive experience working with GraphQL and other web APIs.
• Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting.
• Experience with Search Technologies and Data Storages (e.g., Vespa, ElasticSearch, MongoDB, MySQL).
• Experience or familiarity with the Java programming language.
• Experience with standard software release lifecycles.

For base compensation, we set standard ranges for all 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: $100,000–$111,000 USD

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.

Is this Cloud Support Engineer role fully remote? The job posting does not specify fully remote or hybrid, but AlphaSense's support team operates globally across the US, Canada, UK, India, and Singapore, indicating cross-timezone remote collaboration. The position is US-based with a USD salary range; candidates should confirm the exact remote policy with the recruiter. What is the salary range for this role? The base compensation range is $100,000–$111,000 USD annually. Final offers depend on candidate experience and expertise. You may also be eligible for a performance-based bonus and equity. What are the career growth opportunities from this position? AlphaSense explicitly outlines two paths: progression within the Support function to Senior Cloud Support Engineer and beyond, or a transition into the Site Reliability Engineering (SRE) team, supported by structured training and collaboration with Engineering. What technical skills are required for this role? You'll need working proficiency with CLI tools (kubectl, awscli), scripting in Python or JavaScript, knowledge of GraphQL and REST APIs, familiarity with LLMs and multi-agent systems, and exposure to alerting/logging tools like Prometheus and Grafana. AWS and Kubernetes experience is preferred. Does AlphaSense hire international candidates for this role? This posting is benchmarked with USD compensation and hints at a US location; however, AlphaSense's C&PS team