Technical Support Engineer

Summary

Join AlphaSense's dynamic Customer & Product Support team as a Technical Support Engineer. You will be a key technical resource, resolving complex customer issues, collaborating with various teams, and contributing to product enhancements. Leverage your expertise in cloud technologies, software reliability engineering, and AI-driven search platforms to ensure smooth deployment and optimization of customer solutions. This role requires a proactive, customer-first mindset and excellent communication skills. You will troubleshoot technical challenges, create support documentation, and act as a customer advocate. The ideal candidate has 5+ years of experience in technical support or a related field and a Bachelor's degree in a relevant field.

Requirements

• 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

Responsibilities

• 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

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