Technical Support Engineer

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