Technical Support Engineer

About AlphaSense:

The worlds most sophisticated companies rely on AlphaSense to remove uncertainty from decisionmaking. With market intelligence and search built on proven AI AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research company filings event transcripts expert calls news trade journals and clients own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AIdriven market intelligence. Together AlphaSense and Tegus will accelerate growth innovation and content expansion with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4000 enterprise customers including a majority of the S&P 500. Founded in 2011 AlphaSense is headquartered in New York City with more than 2000 employees across the globe and offices in the U.S. U.K. Finland India Singapore Canada and Ireland. Come join us!

About the Team

Customer & Product Support (C&PS) sits at the intersection of sales customer success and R&D teams. Through close teamwork and collaboration we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSenses marketleading platform and products. We are committed to enhancing every users experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US UK India and Singapore.

About the Role

We are looking for a proactive and experienced Technical Support Engineer to join our dynamic team. In this role you will serve as a key technical resource and advocate for our customers tackling complex technical challenges and driving customer satisfaction. You will leverage your expertise in cloud technologies software reliability engineering and AIdriven search platforms to ensure smooth deployment troubleshooting and optimization of customer solutions.

This role is ideal for someone who thrives in a fastpaced environment and enjoys solving highimpact problems.

Who You Are

• A technically skilled professional with no less than 5 years in technical support IT operations or a related field.
• A strong communicator with the ability to distill complex technical concepts for diverse audiences.
• A problemsolver with a proactive and customerfirst mindset.
• Adaptable and eager to continuously learn and improve.
• Enjoy being part of an entrepreneurial team and work diligently to help others when needed.

What Youll Do

• Deliver exceptional technical support: Act as the second line of defense for technical queries ensuring timely and effective resolution of customer issues through close collaboration between L1 support and R&D teams.
• Troubleshoot and resolve technical challenges: Investigate diagnose and resolve issues related to both SaaS and private cloud environments providing necessary detail for Product and Engineering to carry forward complex cases.
• Collaborate crossfunctionally: Partner with the wider Customer & Product Support organization Product and Engineering and Customer Education teams to relay customer feedback identify opportunities for improvement and contribute to strategic product enhancements.
• Contribute to knowledge sharing: Create and update support documentation KEDBs FAQs and tutorials to empower customers and internal teams.
• Be an advocate for customers: Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.
• Be an expert on our product and continuously build your knowledge: Be an expert on the AlphaSense product by proactively learning staying uptodate on new features and filling any gaps in your knowledge.

Minimum Qualifications:

• Bachelors degree in Computer Science Information Technology or a related field (or equivalent practical experience)
• Experience in at least in one major cloud platform (e.g. AWS Google Cloud Platform Azure) and Kubernetes/Docker
• Proficiency in CLI and basic programming experience in Python JavaScript or similar
• Understand RESTful APIs and related troubleshooting.
• Experience with alerting/logging systems (e.g. Prometheus Grafana FireHydrant)
• Demonstrated ability to communicate complex technical concepts to customers and team members
• Experience in managing customer support cases throughout their lifecycle including inquiry triage bug reporting and resolution.
• Ability to create and maintain runbooks that ensure clear and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training

Preferred Qualifications:

• Experience in networking and troubleshooting complex network issues
• Experience working with GraphQL
• Handson experience with Infrastructure as Code tools such as Crossplane and related troubleshooting
• Experience with Search Technologies and Data Storages (e.g. ElasticSearch MongoDB MySQL)
• Experience with standard software release lifecycles

AlphaSense is an equalopportunity employer. We are committed to a work environment that supports inspires and respects all individuals. All employees share in the responsibility for fulfilling AlphaSenses commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race color sex (including pregnancy) national origin age religion marital status sexual orientation gender identity gender expression military or veteran status disability or any other nonmerit factor. This policy applies to every aspect of employment at AlphaSense including recruitment hiring training advancement and termination.

In addition it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where a particular employee works.

Recruiting Scams and Fraud

We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers requests for sensitive personal information or demands for payment. Please note:

• AlphaSense never asks candidates to pay for job applications equipment or training.
• All official communications will come from an @ address.
• If youre unsure about a job posting or recruiter verify it on ourCareers page.

If you believe youve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense pleasecontact us. Your security and trust matter to us.