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- Tasks: Join our team as a Cloud Support Engineer, tackling technical challenges and ensuring customer satisfaction.
- Company: AlphaSense empowers professionals with AI-driven market intelligence, trusted by over 4,000 enterprise customers.
- Benefits: Enjoy a collaborative work environment, opportunities for growth, and the chance to make an impact.
- Why this job: Be part of a dynamic team that values innovation and customer advocacy in a fast-paced setting.
- Qualifications: 5+ years in technical support, strong communication skills, and experience with cloud technologies required.
- Other info: We promote a diverse workplace and are committed to equal employment opportunities.
The predicted salary is between 36000 - 60000 £ per year.
About AlphaSense:
The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.
The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!
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 Technical 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, software reliability engineering, 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.
Who You Are
- A technically skilled professional with no less than 5 years in technical support, IT operations or a related field.
- A strong communicator with the ability to distill complex technical concepts for diverse audiences.
- A problem-solver with a proactive and customer-first mindset.
- Adaptable and eager to continuously learn and improve.
- Enjoy being part of an entrepreneurial team and work diligently to help others when needed.
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 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.
- Be an expert on our product and continuously build your knowledge: Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.
Minimum Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
- Experience in at least in one major cloud platform (e.g., AWS, Google Cloud Platform, Azure) and Kubernetes/Docker
- Proficiency in CLI and basic programming experience in Python, JavaScript or similar
- Understand RESTful APIs and related troubleshooting.
- Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant)
- Demonstrated ability to communicate complex technical concepts to customers and team members
- Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution.
- Ability to create and maintain runbooks that ensure clear and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training
Preferred Qualifications:
- Experience in networking and troubleshooting complex network issues
- Experience working with GraphQL
- Hands-on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting
- Experience with Search Technologies and Data Storages (e.g. ElasticSearch, MongoDB, MySQL)
- Experience with standard software release lifecycles
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
Recruiting Scams and Fraud
We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:
- AlphaSense never asks candidates to pay for job applications, equipment, or training.
- All official communications will come from an @alpha-sense.com email address.
- If you’re unsure about a job posting or recruiter, verify it on our Careers page.
If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
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Cloud Support Engineer employer: BetterCloud
Contact Detail:
BetterCloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cloud Support Engineer
✨Tip Number 1
Familiarise yourself with AlphaSense's platform and its features. Understanding how our AI-driven market intelligence works will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current employees or alumni who work at AlphaSense. Engaging with them can provide valuable insights into the company culture and the specific challenges faced by the Customer & Product Support team.
✨Tip Number 3
Brush up on your cloud technologies knowledge, especially around AWS, Google Cloud Platform, and Azure. Being able to discuss your hands-on experience with these platforms will set you apart from other candidates.
✨Tip Number 4
Prepare to showcase your problem-solving skills through real-life examples. Think of specific instances where you've tackled complex technical issues, as this will highlight your proactive mindset and customer-first approach.
We think you need these skills to ace Cloud Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Cloud Support Engineer position. Understand the key responsibilities and required qualifications so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in technical support, cloud technologies, and any relevant programming skills. Be specific about your achievements and how they relate to the role at AlphaSense.
Showcase Problem-Solving Skills: Provide examples of how you've tackled complex technical challenges in previous roles. This could include specific instances where you resolved customer issues or improved processes, demonstrating your proactive and customer-first mindset.
Tailor Your Application: Customise your CV and cover letter to reflect the language and values mentioned in the job description. Use keywords from the posting to ensure your application resonates with the hiring team and highlights your fit for the company culture.
How to prepare for a job interview at BetterCloud
✨Understand the Company and Its Products
Before your interview, take some time to research AlphaSense and its offerings. Familiarise yourself with their AI-driven market intelligence platform and how it benefits customers. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with cloud platforms like AWS or Azure, as well as your proficiency in programming languages such as Python or JavaScript. Highlight specific projects where you've successfully resolved technical challenges, as this will showcase your problem-solving abilities.
✨Communicate Clearly and Effectively
As a Cloud Support Engineer, you'll need to explain complex technical concepts to diverse audiences. Practice articulating your thoughts clearly and concisely. Use examples from your past experiences to illustrate your points and ensure that your communication style is customer-focused.
✨Prepare for Scenario-Based Questions
Expect to encounter scenario-based questions during your interview. These may involve troubleshooting technical issues or handling customer queries. Think through potential scenarios in advance and be ready to explain your thought process and the steps you would take to resolve them.