Staff Cloud Support Engineer

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, UK, India and Singapore.

About the Role: 

We are looking for a proactive and experienced Staff Cloud Support Engineer to join our dynamic team. In this role, you will serve as a key technical resource and advocate for our customers, tackling complex technical challenges and driving customer satisfaction.  You will leverage your expertise in cloud technologies, distributed systems and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions. 

This role is ideal for someone who thrives in a fast-paced environment and enjoys solving high-impact problems. 

For longer-term growth opportunities within AlphaSense, we see this role as a stepping stone for those interested in growing into our Site Reliability Engineering (SRE) team. To make this possible, we have a program to facilitate ongoing training and tight collaboration with Engineering. Other options for progression pathways will be dependent on skill sets and individual performance goals. 

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. 
• 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.
• Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
• 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.
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