Technical Support Engineer

Job Description

AlphaSense is seeking a proactive and experienced Technical Support Engineer to join their dynamic team. The Technical Support Engineer will serve as a key technical resource and advocate for customers, tackling complex technical challenges and driving customer satisfaction. The engineer will leverage expertise in cloud technologies, software reliability engineering, and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions.

What this role involves:

• Delivering exceptional technical support.
• Troubleshooting and resolving technical challenges.
• Collaborating cross-functionally with various teams.
• Contributing to knowledge sharing through documentation.
• Advocating for customers in internal discussions.
• Becoming an expert on the AlphaSense product.

Requirements:

• Minimum of 5 years in technical support, IT operations, or a related field.
• Strong communication skills to explain complex technical concepts.
• Problem-solving skills with a customer-first mindset.
• Adaptability and eagerness to learn.
• Bachelor’s degree in Computer Science, IT, or related field (or equivalent 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

What AlphaSense offers:

• Opportunity to work with a market-leading platform.
• A collaborative and dynamic team environment.
• The chance to make a significant impact on customer satisfaction.