Senior Cloud Support Engineer
New
A
AlphaSenseMarket Intelligence
Remote - United KingdomFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4–7 years
- Required Skills
- AWSGraphQLPythonJavascriptKubernetesGrafanaPrometheusRESTful APIs
Requirements
- Bachelor’s degree in Computer Science, IT, or related field, or equivalent practical experience.
- 4–7 years in technical support, IT, cloud operations, or a related field.
- Proficiency in CLI tools (e.g., kubectl, awscli).
- Scripting skills in Python, JavaScript, or similar.
- Understanding of GraphQL, REST APIs, and MCP troubleshooting.
- Experience connecting LLMs to external tools and multi-agent systems.
- Experience with alerting/logging systems (Prometheus, Grafana, FireHydrant).
- Ability to communicate complex technical concepts to non-technical stakeholders.
- Experience managing customer support cases throughout their lifecycle.
- Ability to create and maintain technical runbooks and documentation.
Responsibilities
- Deliver exceptional technical support as the second line of defense.
- Troubleshoot and resolve issues related to SaaS and private cloud environments (AWS, Kubernetes).
- Partner with Product and Engineering to relay feedback and drive strategic enhancements.
- Lead recurring customer-facing rituals such as technical reports and reviews.
- Surface account-risk signals early to drive better outcomes.
- Create and update support documentation, KEDBs, and tutorials.
- Identify process improvements based on patterns and metrics.
- Represent the voice of the customer in internal discussions.
- Proactively build product knowledge and expertise.
- Build reusable AI systems, prompt libraries, and MCP-connected workflows.
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