Senior Cloud Support Engineer

About AlphaSense: The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us! About the Team Customer & Product Support (C&PS) sits at the intersection of sales, customer success and R&D teams. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, Canada, UK, India and Singapore. About the Role We are looking for a proactive and experienced Senior Cloud Support Engineer to join our dynamic team. In this role, senior technical voice for our most strategic customers. In this role, you will independently diagnose and resolve complex issues spanning private cloud, search infrastructure, APIs, and agentic systems often without needing engineering involvement to confirm root cause. You will leverage your expertise in cloud technologies, distributed systems and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions. This role is ideal for someone who is energized by hard technical problems, builds trust with customers under pressure, and is actively reshaping their work with an AI-first lens. This is a senior individual contributor role. You will mentor more junior engineers, contribute to onboarding, and raise the technical and operational bar of the team. Growth paths from this role include continued senior IC progression toward Staff and Principal, or grow into our Site Reliability Engineering (SRE) team, supported by a structured program of training and collaboration with Engineering. Who You Are A technically skilled professional with 4–7 years in technical support, IT or cloud operations, or a related field. A confident communicator who maintains executive presence on customer calls and translates complex technical concepts for non-technical stakeholders. A force multiplier: you mentor peers, build documentation and tooling others use, and treat AI as a way to scale your impact rather than a novelty. Comfortable holding internal partners (including Engineering) accountable for resolution timelines and driving issues to closure end-to-end. Customer-obsessed and commercially aware. Adaptable and eager to continuously learn and improve. Enjoy being part of an entrepreneurial team and work diligently to help others when needed. What You’ll Do 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, including AWS infrastructure and Kubernete