Technical Support Engineer, AlphaSense

• We are looking for a proactive and experienced Technical Support Engineer to join our dynamic team
• This role is ideal for someone who thrives in a fast-paced environment and enjoys solving high-impact problems
• 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
• 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

Desirable

• 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
• 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
• 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