Clash
of Jobs
Browse All Jobs
Job Description
AlphaSense is seeking a Technical Support Engineer to join their team in Vancouver. AlphaSense empowers professionals to make smarter decisions through AI-driven market intelligence. The company's platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500.
The role involves:
- Delivering exceptional technical support as the second line of defense for technical queries.
- Troubleshooting and resolving technical challenges related to SaaS and private cloud environments.
- Collaborating cross-functionally with Customer & Product Support, Product and Engineering, and Customer Education teams.
- Contributing to knowledge sharing by creating and updating support documentation.
- Representing the voice of the customer in internal discussions and initiatives.
- Becoming an expert on the AlphaSense product and continuously building knowledge.
Requirements:
- A technically skilled professional with no less than 5 years in technical support, IT operations or a related field.
- 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.
- 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.
The role offers:
- A chance to work with a dynamic team at a leading market intelligence company.
- Opportunity to tackle complex technical challenges and drive customer satisfaction.
- A collaborative environment where you can contribute to strategic product enhancements.
