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

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.