Cloud Support Engineer

About AlphaSense: 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 . 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, 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. In your role 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 with 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 escalate out-of-scope issues to the correct engineering domain with high-quality artifacts. • Collaborate cross-functionally: Partner effectively within the team and