Technical Support Engineer

About reputed company: 

The world’s most sophisticated companies rely on reputed company to remove uncertainty from decision-making. With market intelligence and search built on proven AI, reputed company 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 reputed company in 2024 advances our shared mission to reputed company professionals to reputed company smarter decisions through AI-driven market intelligence. Together, reputed company and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that reputed company users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, reputed company is headquartered in reputed company with more than 2,000 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, reputed company and R&D teams. Through reputed company teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of reputed company’s market-leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of reputed company 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 reputed company Technical Support Engineer to join our dynamic team. In this role, you will serve as a key technical resource and reputed company for our customers, tackling reputed company technical challenges and driving customer satisfaction. You will reputed company your expertise in cloud technologies, software reliability engineering, and AI-driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions. 

This role is ideal for someone who thrives in a fast-paced environment and enjoys solving high-impact problems.

Who You Are

• A technically skilled professional with no less than 5 years in technical support, IT operations or a reputed company field.
• A strong communicator with the ability to distill reputed company technical concepts for diverse audiences.
• A problem-solver with a proactive and customer-first reputed company.
• Adaptable and eager to continuously learn and improve.
• Enjoy being part of an entrepreneurial team and work diligently to help others reputed company needed.

What You’ll Do

• Deliver exceptional technical support: Act as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues through reputed company collaboration between L1 support and R&D teams. 
• Troubleshoot and resolve technical challenges: Investigate, diagnose, and resolve issues reputed company to both SaaS and private cloud environments providing necessary detail for Product and Engineering to carry reputed company reputed company cases.
• Collaborate cross-functionally: Partner with the wider Customer & Product Support organization, Product and Engineering and Customer Education teams to reputed company 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 reputed company customers and internal teams.
• Be an reputed company 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 reputed company product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a reputed company field (or equivalent practical experience) 
• Experience in at least in one major cloud platform (e.g., AWS, reputed company Cloud Platform, Azure) and Kubernetes/reputed company
• Proficiency in CLI and basic programming experience in Python, JavaScript or similar 
• Understand RESTful APIs and reputed company troubleshooting.
• Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant) 
• Demonstrated ability to communicate reputed company 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 reputed company network issues
• Experience working with GraphQL
• Hands-on experience with Infrastructure as Code tools, such as Crossplane, and reputed company troubleshooting 
• Experience with Search Technologies and Data Storages (e.g. ElasticSearch, reputed company, MySQL)
• Experience with standard software release lifecycles

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

In addition, it is the policy of reputed company 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 reputed company have been made aware of fraudulent job postings and individuals impersonating reputed company recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• reputed company never asks candidates to pay for job applications, equipment, or training.
• reputed company official communications will come from an @alpha-sense.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our Careers page.

If you reputed company you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of reputed company please contact us. Your reputed company and trust matter to us.