Senior Cloud Support Engineer – AI-Driven Platform

AlphaSense, Inc.

Northern (KY)

Hybrid

USD 108,000 - 114,000

Full time

14 days+

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Job summary

AlphaSense, headquartered in New York City, is seeking a proactive Cloud Support Engineer to join our team. You will diagnose and resolve complex issues spanning private cloud, search infrastructure, APIs, and agentic systems, often without engineering involvement to confirm root cause.

You will leverage cloud technologies and AI-driven search to ensure smooth deployment and optimization for customer solutions.

Qualifications

Bachelor’s degree in Computer Science, IT, or related field (or equivalent practical experience).
Experience with GraphQL, REST APIs and MCP troubleshooting.
Experience in connecting LLMs to external tools, including multi-agent systems.
Experience with alerting/logging systems (Prometheus, Grafana, FireHydrant).
Ability to communicate complex technical concepts to customers.

Responsibilities

Provide second-line technical support for queries and resolve issues with L1 and R&D teams.
Troubleshoot SaaS and private cloud issues including AWS and Kubernetes workloads.
Collaborate with Product Support, Product & Engineering, and Education teams.
Lead recurring customer-facing rituals such as technical reports and live calls.
Surface account-risk signals early and communicate strategic importance.
Create and update knowledge bases, runbooks, and tutorials.
Identify process improvements and flag trends to leadership.
Advocate for customers to maximize platform value.
Continuously deepen product knowledge and build reusable AI systems.