Technical Support Engineer - Remote

Overview

The Technical Support Engineer will serve as a key technical resource and advocate for customers, tackling complex technical challenges and driving customer satisfaction using expertise in cloud technologies and AI-driven platforms.

In Short

• Deliver exceptional technical support as the second line of defense for technical queries.
• Troubleshoot and resolve technical challenges in SaaS and private cloud environments.
• Collaborate cross-functionally with Product and Engineering teams.
• Create and update support documentation and tutorials.
• Represent the voice of the customer in internal discussions.
• Continuously learn and build knowledge on the AlphaSense product.
• 5+ years of experience in technical support or IT operations.
• Bachelor’s degree in Computer Science or related field.
• Experience with cloud platforms like AWS, GCP, or Azure.
• Proficiency in CLI and programming languages like Python or JavaScript.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience with cloud platforms (AWS, GCP, Azure) and Kubernetes/Docker.
• Proficiency in CLI and programming languages like Python or JavaScript.
• Understanding of RESTful APIs and troubleshooting.
• Experience with alerting/logging systems (Prometheus, Grafana).
• Ability to communicate complex technical concepts effectively.
• Experience managing customer support cases throughout their lifecycle.
• Ability to create and maintain detailed documentation.

Benefits

• Performance-based bonuses and equity options.
• Generous benefits program.
• Opportunity to work in a fast-paced and innovative environment.
• Support for continuous learning and professional development.
• Work in a diverse and inclusive environment.