Cloud Support Engineer

Skills

About the Role

You'll join a dynamic Customer & Product Support team as the second line of defense for technical queries, owning technical problems end-to-end within your scope. You will investigate, diagnose, and resolve customer issues across SaaS and private cloud environments, working at the intersection of customers, frontline support, and Engineering. You'll collaborate closely with senior engineers and technical customer contacts on more complex cases, using AI tools to scale your impact. This is a strong foundation role for someone early in their cloud support career, with growth paths into Senior Cloud Support Engineer or the Site Reliability Engineering team, supported by structured training and collaboration with Engineering.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• 2 - 4 years in technical support, IT operations, cloud operations or a related field
• Working proficiency with CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript or similar
• Working knowledge of GraphQL, REST APIs and MCP-related troubleshooting
• Familiarity with connecting LLMs to external tools, including multi-agent systems
• Exposure to alerting and logging systems (e.g., Prometheus, Grafana, FireHydrant)
• Demonstrated AI fluency in day-to-day work
• Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution
• Ability to communicate complex technical concepts clearly to customers and team members
• Experience in networking and troubleshooting complex network issues (preferred)
• Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker (preferred)
• Extensive experience working with GraphQL and other web APIs (preferred)
• Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting (preferred)
• Experience with Search Technologies and Data Storages (e.g. Vespa, ElasticSearch, MongoDB, MySQL) (preferred)
• Experience or familiarity with the Java programming language (preferred)
• Experience with standard software release lifecycles (preferred)

Responsibilities

• 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 assigned tickets, driving them to resolution with urgency
• 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
• Partner effectively within the team and across regions and time zones
• Share knowledge proactively and close loops on commitments
• Build working relationships with account teams and R&D to grow technical credibility
• Contribute to runbooks, KEDB articles, and FAQs
• Maintain documentation hygiene on owned issues
• Represent the voice of the customer in internal discussions and initiatives
• Build working knowledge of the AlphaSense platform and core products
• Identify knowledge gaps and build a plan to close them
• Use AI tools for technical investigations, log analysis, customer communication and documentation
• Build repeatable prompts and workflows and share what works with the team