Cloud Support Engineer
AlphaSense is seeking a proactive Cloud Support Engineer to join our dynamic team in Pune. As a key member of the Customer & Product Support (C&PS) team, you will play a crucial role in ensuring seamless access and optimal utilization of AlphaSense’s market-leading platform and products. This position offers an opportunity to work at the intersection of customers, frontline support, and Engineering, contributing to the success of a company trusted by over 6,000 enterprise customers, including a majority of the S&P 500.
In this role, you will act as the second line of defense for technical queries, owning technical problems end-to-end within your scope. Your day-to-day responsibilities will include investigating, diagnosing, and resolving customer issues across SaaS and private cloud environments. Collaborating closely with senior engineers and technical customer contacts, you will troubleshoot and resolve technical challenges using logs, traces, and reproducible test cases, while working confidently with tools such as kubectl, awscli, and scripting languages.
The ideal candidate will have 2 to 4 years of experience in technical support, IT operations, cloud operations, or a related field. Strong communication skills are essential, with the ability to explain technical concepts clearly in both writing and on customer calls. A proactive, customer-first mindset, adaptability, and a willingness to continuously learn are key attributes for success in this role. Additionally, experience with AI tools for technical investigations and documentation will be advantageous.
AlphaSense offers a collaborative and entrepreneurial work environment, providing structured training and growth opportunities. Potential career paths from this role include progression to Senior Cloud Support Engineer or a transition into our Site Reliability Engineering (SRE) team. By joining AlphaSense, you will be part of a global team committed to enhancing user experiences and driving positive customer outcomes through innovative AI-driven market intelligence solutions.