Cloud Support Engineer
Skills
About the Role
You will own technical problems end-to-end within your scope, investigating, diagnosing and resolving customer issues across SaaS and private cloud environments. You will act as the second line of defense for technical queries, working at the intersection of customers, frontline support and Engineering, and collaborate closely with senior engineers and technical customer contacts on more complex cases. You will use logs, traces and reproducible test cases to diagnose issues, working confidently with kubectl, awscli and at least one scripting language. You will resolve in-scope issues completely and escalate out-of-scope issues to the correct engineering domain with high-quality artifacts. You will build working relationships across regions and time zones, contribute to runbooks, KEDB articles and FAQs, and represent the voice of the customer in internal discussions. You will build your working knowledge of the AlphaSense platform and use AI tools daily for technical investigations, log analysis, customer communication and documentation, building repeatable prompts and workflows and sharing what works with the team. This role offers a strong foundation for someone early in their cloud support career, with growth paths into Senior Cloud Support Engineer or the Site Reliability Engineering team.
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
- Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker
- Extensive experience working with GraphQL and other web APIs
- Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting
- Experience with Search Technologies and Data Storages (e.g. Vespa, ElasticSearch, MongoDB, MySQL)
- Experience or familiarity with the Java programming language
- Experience with standard software release lifecycles
Responsibilities
- Act as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues through 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
- 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