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Job Description
AlphaSense is seeking a Technical Support Engineer to join their Customer & Product Support team. This role is remote and based in the United States. The Technical Support Engineer will serve as a key technical resource for customers, tackling complex technical challenges and driving customer satisfaction. They will leverage their expertise in cloud technologies, software reliability engineering, and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions. This position requires a proactive individual who thrives in a fast-paced environment and enjoys solving high-impact problems.
What this role involves:
- Delivering exceptional technical support by acting as the second line of defense for technical queries.
- Troubleshooting and resolving technical challenges related to both SaaS and private cloud environments.
- Collaborating cross-functionally with various teams to relay customer feedback and contribute to product enhancements.
- Contributing to knowledge sharing by creating and updating support documentation.
- Advocating for customers in internal discussions and initiatives.
- Becoming an expert on the AlphaSense product and continuously building knowledge.
Requirements:
- A technically skilled professional with at least 5 years of experience in technical support, IT operations, or a related field.
- Strong communication skills with the ability to distill complex technical concepts.
- A problem-solving mindset with a proactive and customer-first approach.
- Adaptability and a continuous learning attitude.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Experience in at least 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.
- Understanding of 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.
- Ability to create and maintain runbooks for clear and actionable documentation.
What AlphaSense offers:
- Performance-based bonus
- Equity
- Generous benefits program
