Cloud Support Engineer
New
A
AlphaSenseAI Market Intelligence
Remote - United StatesFull-TimeMiddle
Salary$100,000 — $111,000 USD
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Job Details
- Experience
- 2 - 4 years
- Required Skills
- GraphQLPythonJavascriptKubernetesGrafanaPrometheusRESTful APIs
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
- 2 - 4 years of experience in technical support, IT operations, or cloud operations.
- Working proficiency with CLI tools such as kubectl and awscli.
- Scripting skills in Python, JavaScript, or similar languages.
- Working knowledge of GraphQL, REST APIs, and MCP-related troubleshooting.
- Familiarity with connecting LLMs to external tools, including multi-agent systems.
- Exposure to alerting and logging systems like Prometheus, Grafana, or FireHydrant.
- Demonstrated AI fluency in day-to-day work.
- Experience managing customer support cases through their full lifecycle.
- Strong ability to communicate complex technical concepts clearly.
Responsibilities
- Act as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues.
- Own the customer-facing loop on assigned tickets, driving them to resolution with urgency.
- Diagnose issues using logs, traces, and reproducible test cases.
- Work confidently with kubectl, awscli, and at least one scripting language.
- Partner effectively within the team and across regions and time zones to share knowledge.
- Contribute to runbooks, KEDB articles, and FAQs while maintaining documentation hygiene.
- Represent the voice of the customer in internal discussions.
- Use AI tools for technical investigations, log analysis, and documentation.
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