Senior Cloud Support Engineer — AI‑Driven Infra & Kubernetes

AlphaSense; United States; On-site; USD 100,000 - 122,000; Full time

Job summary

AlphaSense in the United States is seeking a proactive Cloud Support Engineer to join our Customer & Product Support team. In this senior IC role, you will diagnose and resolve complex issues across private cloud, SaaS, and API integrations, mentoring juniors and contributing to onboarding.

You’ll leverage cloud tech, distributed systems, and AI‑driven search to ensure smooth deployments, with opportunities to grow toward Staff or SRE roles.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar
• Understand GraphQL, REST APIs and MCP related troubleshooting
• Experience and knowledge of connecting LLMs to external tools, including multi‑agent systems
• 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

Responsibilities

• 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, including AWS infrastructure and Kubernetes workloads, agentic systems and MCP connectors, 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.
• Lead recurring customer‑facing rituals (technical reports, live calls, technical reviews) for strategic accounts at consistent quality.
• Surface account‑risk signals early and articulate the strategic importance of assigned accounts to drive better customer outcomes.
• Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
• Identify and propose process improvements based on patterns in your work and team‑level metrics; flag trends proactively to leadership.
• 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.
• Build reusable AI systems for the team: Lead on prompt libraries, MCP‑connected workflows, agent‑based investigation patterns to be leveraged by others.

Skills

Python scripting

kubectl

awscli

GraphQL APIs

MCP troubleshooting

Prometheus

Grafana

Multi-agent systems

LLM integration

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

Kubernetes

Docker

Crossplane

AWS

Job description

AlphaSense in the United States is seeking a proactive Cloud Support Engineer to join our Customer & Product Support team. In this senior IC role, you will diagnose and resolve complex issues across private cloud, SaaS, and API integrations, mentoring juniors and contributing to onboarding.

You’ll leverage cloud tech, distributed systems, and AI‑driven search to ensure smooth deployments, with opportunities to grow toward Staff or SRE roles.