Cloud Support Engineer

About the role

AlphaSense is seeking a proactive Cloud Support Engineer to join its Customer & Product Support team in Singapore. You will own end‑to‑end technical problems across SaaS and private‑cloud environments, collaborating with senior engineers and customers to resolve complex issues.

Key responsibilities

• Act as the second line of defense for technical queries, driving tickets to resolution with urgency.
• Diagnose and troubleshoot issues using logs, traces, kubectl, awscli and scripting.
• Collaborate with L1 support, account teams and R&D across regions and time zones.
• Contribute to runbooks, knowledge‑base articles and maintain documentation hygiene.
• Leverage AI tools for investigations, log analysis and customer communications.

Required profile

• 2‑4 years of experience in technical support, IT or cloud operations.
• Clear written and verbal communication skills, able to explain technical concepts to customers.
• Proactive, customer‑first mindset with strong problem‑solving abilities.
• Adaptable, eager to learn and comfortable asking for help when blocked.

Required skills

• CLI tools: kubectl, awscli.
• Scripting languages: Python, JavaScript.
• API knowledge: GraphQL, REST APIs.
• Cloud platforms: AWS, Kubernetes, Docker.
• Infrastructure as Code: Crossplane.
• Monitoring & logging: Prometheus, Grafana, FireHydrant.
• Search & data stores: Vespa, ElasticSearch, MongoDB, MySQL.
• Basic Java programming knowledge.