Job Description
Location: New York (Remote)
Start Date: Immediate
The Role
We’re looking for a proactive, technically curious Application Support Engineer to help keep AlphaSights’ technology running smoothly for our users. Your core objective is to ensure internal employees have a reliable, efficient experience across our internal and external-facing platforms — resolving issues quickly, spotting recurring problems, and helping reduce repeat incidents over time.
You’ll do this through a blend of hands-on troubleshooting, owning tickets from intake through resolution, and close collaboration with Software Engineers and Product Managers. You’ll investigate issues to root cause, communicate clearly with stakeholders, and feed insights back into product and engineering teams to improve platform quality. You’ll also build documentation and share knowledge that helps the wider Application Support team resolve issues faster and more consistently.
This role sits within our Technology Team and works closely day-to-day with Engineering and Product. From day one, you’ll own meaningful areas of responsibility and be trusted to manage your time, priorities, and follow-through in a fast-paced environment.
You’ll thrive in this role if you enjoy solving ambiguous problems, take pride in clear communication, and have a bias for action — balancing user empathy with technical rigor to deliver practical outcomes.
What You’ll Do
- Ticket management: Provide active user support to internal employees raising issues related to our internal and external facing technology platforms.
- Issue resolution: Investigate root causes of issues raised by users to immediately troubleshoot the issue yourself or liaise with your Engineering & Product counterparts to fix difficult bugs.
- Documentation: Develop & maintain information about features related to your product area of focus to support the wider Application Support team’s ability to solve user issues.
- Knowledge sharing: Upskill the wider Application Support team about feature launches and known issues related to your product area of focus to improve their ability to resolve issues.
- Trend analysis & reporting: Track & synthesize tickets that have arisen related to your product area of focus and report back to the Engineering & Product team on a regular basis to inform feature improvements and user education focuses.
Who You Are
- Have 1+ years of relevant experience in similar roles (Customer Support Engineer; User Support, emphasis on software support).
- Troubleshooter – You love investigating issues and don’t stop until you’ve uncovered the root cause of a tricky problem.
- Technically comfortable – You feel at ease with technical concepts / terminology related to software engineering and aren’t afraid to dive into logs, workflows, or system behavior to understand an issue.
- Emotionally intelligent– You empathize with users when issues are urgent or frustrating, providing them a comforting experience alongside an effective resolution.
- Executor – You effectively manage your time across multiple issues in a fast paced environment and prioritize your work based on issue characteristics and business impact.
- Strong written communicator– Your writing clearly communicates information so that it’s easy to understand and derisks misalignment.
Technical skills:
- Proficiency in Excel, PowerPoint and Word
- Proficiency in SQL is a plus, but not required – it will be used in your day-to-day work
This position is remote friendly. You will have the option to opt into one of the following work environments:
- In-office: New York, NY
- Remote: Only if you have/will have a permanent address in NY, NJ, PA, CT, NC, GA, FL, TX
Compensation
- $80,000 fixed base salary
AlphaSights is an equal opportunity employer.
