Cloud Support Engineer
On-site · Pune, Maharashtra, India
Job Summary
Cloud Support Engineer to own end-to-end technical problems in SaaS and private cloud environments; diagnose using logs/traces, work with kubectl/awscli and scripting languages, and escalate when needed. Collaborate with L1 support and R&D to resolve issues, contribute to runbooks and FAQs, and leverage AI tools to streamline investigations and documentation. Requires 2-4 years in technical support or related field, Bachelor's degree or equivalent, and strong communication skills. Must be comfortable working in a global team and building knowledge of AlphaSense platform, with exposure to logging, monitoring, and containerized environments.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- 2 - 4 years in technical support, IT operations, cloud operations or a related field.
- Working proficiency with CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript or similar.
- 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 (e.g., Prometheus, Grafana, FireHydrant).
- Demonstrated AI fluency in day-to-day work: can speak to examples of how AI has changed the way they work.
- Experience managing customer support cases through their lifecycle from inquiry, triage, bug reporting, through to resolution.
- Ability to communicate complex technical concepts clearly to customers and team members.
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