Cloud Support Engineer
Core
Second-line technical support engineer for SaaS and private cloud environments, diagnosing and resolving customer issues while collaborating with R&D and frontline support.
Role type
Cloud Support Engineer (L2)
Builds
Customer trust and platform reliability through effective issue resolution and knowledge sharing.
Domain
SaaS, Cloud Operations, AI-driven Market Intelligence
Deliverable
client delivery
Required skills
CLI tools (kubectl, awscli), scripting (Python, JavaScript), GraphQL, REST APIs, LLM integration, alerting/logging systems (Prometheus, Grafana), customer case lifecycle management, technical communication
Preferred skills
Networking troubleshooting, AWS, Kubernetes/Docker, Infrastructure as Code (Crossplane), Search technologies (Vespa, ElasticSearch, MongoDB, MySQL), Java, software release lifecycles
Technologies
kubectl, awscli, Python, JavaScript, GraphQL, REST, Prometheus, Grafana, FireHydrant, Crossplane, Vespa, ElasticSearch, MongoDB, MySQL, Java
Responsibilities
Diagnose and resolve technical issues using logs, traces, and reproducible test cases; escalate out-of-scope issues with high-quality artifacts; contribute to runbooks, KEDB articles, and FAQs; represent customer voice in internal discussions; build working knowledge of the AlphaSense platform; use AI tools for investigations, log analysis, and documentation.
Seniority
Mid-level, hands-on IC