Senior Cloud Support Engineer

AlphaSense, Inc.

Job Overview

Location

Remote - United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• Senior Cloud Support Engineer role at AlphaSense, a market intelligence platform trusted by over 6,000 enterprise customers including most of the S&P 500, acting as the senior technical voice for strategic customers to independently diagnose and resolve complex issues in private cloud, search infrastructure, APIs, and agentic systems.
• Day-to-day responsibilities include delivering exceptional technical support as a second line of defense, troubleshooting SaaS and private cloud environments (AWS, Kubernetes), collaborating cross-functionally with Product and Engineering, leading customer-facing rituals for strategic accounts, surfacing account-risk signals, contributing to knowledge sharing via documentation and KEDBs, identifying process improvements, advocating for customers internally, building expertise on the AlphaSense product, and developing reusable AI systems like prompt libraries and agent-based workflows.
• The Customer & Product Support team operates at the intersection of sales, customer success, and R&D, driving positive customer outcomes through collaboration and is based globally across the US, Canada, UK, India, and Singapore, committed to enhancing user experience with prompt and knowledgeable responses.
• In this role, you will mentor junior engineers, contribute to onboarding, raise the team’s technical and operational bar, and have growth paths toward Staff/Principal IC roles or transition into the Site Reliability Engineering (SRE) team via structured training and engineering collaboration, all while working with an AI-first mindset to solve hard technical problems under pressure.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar
• Understanding of GraphQL, REST APIs, and MCP-related troubleshooting
• Experience connecting LLMs to external tools, including multi-agent systems
• Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant)
• Demonstrated ability to communicate complex technical concepts to customers and team members
• Experience managing customer support cases throughout their lifecycle (inquiry, triage, bug reporting, resolution)
• Ability to create and maintain runbooks for clear, actionable documentation and L1/L2 support training

🏖️ Benefits

• Opportunity to mentor junior engineers and contribute to onboarding and team development
• Clear growth paths toward Staff/Principal IC roles or transition into the Site Reliability Engineering (SRE) team
• Structured training and collaboration programs with Engineering to support career advancement
• Work with cutting-edge AI-driven search platforms and cloud technologies in a global, entrepreneurial team
• AlphaSense is an equal-opportunity employer committed to inclusion, reasonable accommodations, and a respectful work environment

Skills & Technologies

Python

JavaScript

Java

MySQL

MongoDB

Senior

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AlphaSense, Inc.

Visit Website

About AlphaSense, Inc.

AlphaSense is a market intelligence platform that uses AI to search and analyze financial documents, earnings calls, broker research, news, and regulatory filings for investment firms, corporations, and consultancies. The SaaS product applies natural-language processing to surface relevant insights, trends, and sentiment across millions of sources in real time, enabling faster and more informed decisions.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.