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AlphaSense is seeking a Cloud Support Engineer to serve as a senior technical voice for strategic customers. You will independently diagnose and resolve complex issues spanning private cloud, search infrastructure, APIs, and agentic systems, often without requiring engineering involvement to confirm root cause. This is a senior individual contributor role where you'll mentor junior engineers, contribute to onboarding, and raise the technical bar of the team.
You will deliver exceptional technical support as the second line of defense for technical queries, ensuring timely resolution through collaboration between L1 support and R&D teams. Your responsibilities include investigating and resolving issues in SaaS and private cloud environments (AWS infrastructure, Kubernetes workloads, agentic systems, MCP connectors), partnering cross-functionally with Product and Engineering to relay customer feedback and identify improvement opportunities, and leading recurring customer-facing rituals (technical reports, live calls, technical reviews) for strategic accounts.
You'll surface account-risk signals early, articulate strategic importance of assigned accounts, and contribute to knowledge sharing through documentation, KEDBs, FAQs, and tutorials. Growth paths include continued senior IC progression toward Staff and Principal roles, or transition into the Site Reliability Engineering (SRE) team with structured training and collaboration support.
AlphaSense is a market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011 and headquartered in NYC with 2,000+ employees globally, the company delivers AI-driven insights from public and private content including equity research, company filings, event transcripts, and expert calls.
