Remote opportunity at
AlphaSenseCloud Support Engineer
AlphaSense, an AI platform specializing in market intelligence and workflow orchestration for finance and business professionals, is seeking a remote Cloud Support Engineer . This position…
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About This Role
AlphaSense, an AI platform specializing in market intelligence and workflow orchestration for finance and business professionals, is seeking a remote Cloud Support Engineer . This position sits within the Customer and Product Support team, acting as a secondary line of defense between frontline support, engineering teams, and customers to investigate, diagnose, and resolve technical problems across private cloud and SaaS environments. The role is designed for professionals early in their…
Job Description
AlphaSense, an AI platform specializing in market intelligence and workflow orchestration for finance and business professionals, is seeking a remote Cloud Support Engineer. This position sits within the Customer and Product Support team, acting as a secondary line of defense between frontline support, engineering teams, and customers to investigate, diagnose, and resolve technical problems across private cloud and SaaS environments. The role is designed for professionals early in their cloud support careers who want to utilize AI tools to scale their impact and grow into senior engineering or site reliability engineering paths.
Day-to-day duties involve handling assigned support tickets through their entire lifecycle, troubleshooting issues with CLI tools and scripting languages, and collaborating across time zones. Candidates will also document solutions in knowledge bases, advocate for customer needs internally, and apply AI tools for log analysis and technical investigations. AlphaSense offers a base compensation package ranging from $100,000 to $111,000 per year, along with potential performance-based bonuses, equity, and benefits.
Responsibilities
- Manage assigned customer-facing support tickets from inquiry and triage through bug reporting and final resolution
- Investigate, diagnose, and resolve technical issues across private cloud and software-as-a-service platforms as a second line of defense
- Troubleshoot challenges using logs, traces, and reproducible test cases with command-line tools and scripting languages
- Escalate out-of-scope technical problems to appropriate engineering domains with comprehensive artifacts
- Create and maintain internal documentation including runbooks, frequently asked questions, and knowledge base articles
- Leverage artificial intelligence tools daily for log analysis, technical investigations, documentation, and customer communications
- Represent the user perspective during internal discussions to enhance platform value
Requirements
- Possess two to four years of professional background in IT operations, cloud operations, technical support, or a related discipline
- Demonstrate working proficiency with command-line interface utilities such as awscli and kubectl
- Have scripting capabilities in languages including JavaScript or Python
- Demonstrate working knowledge of REST APIs, GraphQL, and troubleshooting related to model context protocols
- Show familiarity with connecting large language models to external tools and multi-agent systems
- Have prior exposure to logging and alerting systems like Grafana, Prometheus, or FireHydrant
- Display clear written and verbal communication skills for customer interactions
- Show demonstrated artificial intelligence fluency in daily workflows
Qualifications
- Hold a bachelor's degree in Information Technology, Computer Science, or a related field, or have equivalent practical experience
- Bring background experience in networking and troubleshooting complex network issues
- Have familiarity troubleshooting containerized environments using Docker or Kubernetes alongside at least one major cloud platform, preferably AWS
- Possess hands-on familiarity with Infrastructure as Code tools such as Crossplane
- Have experience working with data storage solutions and search technologies like Elasticsearch, MongoDB, MySQL, or Vespa
- Demonstrate familiarity or hands-on experience with the Java programming language
Core Skills
Benefits
- Performance-based bonus
- Equity
- Generous benefits program
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this Cloud Support Engineer position remote?
Yes, the source posting explicitly lists the location as remote.
What is the salary range for this role?
The base compensation range is specified as USD 100,000 to 111,000 per year, with potential for performance-based bonuses, equity, and benefits.
What level of experience is required?
The position requires two to four years of experience in technical support, cloud operations, IT operations, or a related field.
What type of employment is this?
The posting specifies full-time employment.
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