Technical Support Engineer, AlphaSense
Market intelligence and search platform
Be an early applicant
Market intelligence and search platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
AlphaSense's mission is to organize the world’s business information and leverage technology to enable companies to make smarter, faster, and more confident decisions.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Manual research can be a serious pain : financial analysts spend hours every week searching through PDFs one keyword at a time, just to find a single usable insight. To remedy this, AlphaSense has built a smart search engine that slashes research time for analysts, using thousands of sources and a semantic indexing layer that can effectively query finance-specific language.
As a disruptor and market leader in this field AlphaSense has few direct competitors, being most closely compared to Wolfram Alpha or LexisNexis. It helps that its tools are undoubtedly effective and valued by knowledge professionals: the company counts about 85% of the S&P 100 as customers and is trusted by J.P.Morgan, Microsoft, Credit Suisse and Google, among other major enterprises.
Having raised a large amount of funding over 2022 and 2023, AlphaSense has moved quickly to double down on its expansion in European markets, opening an office in Berlin to support this. With 2024 seeing investment from Singaporean EDBI, it is now setting its sights on the Asia-Pacific region. As business intelligence will remain key for enterprises as they compete for market share, AlphaSense is well-placed for additional future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Jun 2024
$650m
LATE VC
Sep 2023
$150m
SERIES E
Total funding: $1.3bn
Company benefits
- Work from home opportunities
Company HQ
Union Square, New York, NY
Leadership
Jaakko Kokko
(CEO)Co-founder of Silecs (materials used in the microelectronics industry).
Raj Neervannan
(CTO)Experienced executive. Previously CTO at Mastek and ChoicePoint, and CEO at Framesoft. Has an MBA from Wharton.
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