Cloud Support Engineer

About the company: The world’s most sophisticated companies rely on the company to remove uncertainty from decision‑making. With market intelligence and search built on proven AI, the 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 the company in 2024 advances our shared mission to empower professionals to make smarter decisions through AI‑driven market intelligence. Together, the company 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 6,000 enterprise customers, including a majority of the S&P 500.

Founded in 2011, the company is headquartered in New York City 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!

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 the company’s market‑leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, Canada, UK, India and Singapore.

We are looking for a proactive Cloud Support Engineer to join our dynamic team. In this role, you will own technical problems end‑to‑end within your scope including investigating, diagnosing and resolving customer issues across SaaS and private cloud environments. In your day‑to‑day work, you will collaborate closely with senior engineers and technical customer contacts on more complex cases.

You will be the second line of defense for technical queries, working at the intersection of customers, frontline support and Engineering. This is a strong foundation role for someone early in their cloud support career with some experience, who has demonstrated relevant technical skills, contributing to a high‑trust team and the ability to apply AI tools to scale their impact.

Growth paths from this role include progression with the Support function to Senior Cloud Support Engineer and beyond, or a move into our Site Reliability Engineering (SRE) team, supported by structured training and collaboration with Engineering.

• A technically curious engineer with 2 - 4 years in technical support, IT operations, cloud operations or a related field.
• A clear communicator in writing and on customer calls, with the ability to explain technical concepts with appropriate clarity.
• A problem‑solver with a proactive, customer‑first mindset and an eye for surfacing risks early.
• Adaptable, eager to continuously learn, and willing to ask for help when blocked.
• Energized by being part of an entrepreneurial team and willing to pull your own weight to help the team succeed.

• 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. Own the customer‑facing loop on your assigned tickets, driving them to resolution with urgency.
• Troubleshoot and resolve technical challenges:
  Diagnose issues using logs, traces, and reproducible test cases; work confidently with kubectl, awscli, and at least one scripting language. Resolve in‑scope issues completely and and escalated out‑of‑scope issues to the correct engineering domain with high‑quality artifacts.
• Collaborate cross‑functionally:
  Partner effectively within the team and across regions and time zones; share knowledge proactively and close loops on commitments. Build working relationships with both account teams and R&D as you grow your technical credibility.
• Documentation:
  Contrib…