Application Support Engineer (Remote) – US

New York, Remote

Who we are:

AlphaSights is the leading global knowledge platform. Our sophisticated technology platform enables our clients, our people, and our experts to connect, collaborate, and transfer globally distributed knowledge faster than ever before. Professionals at investment firms, consultancies, corporations and nonprofits rely on us to connect them seamlessly with knowledgeable domain experts who help enhance their thinking, inform critical decisions and propel their business forward. Founded in 2008, AlphaSights currently employs more than 1,500 professionals in nine offices around the globe and regularly ranks as one of the fastest-growing companies in the world.

The Application Support Engineer role:

AlphaSights is looking for a proactive and driven Application Support Engineer to join the Engineering Team. We are a digital business in which continuous uptime and smooth technology experience is central to our success. The role of the Application Support Engineer therefore represents a visible and valued opportunity for the right candidate to have an immediate impact. Working alongside our Software Engineering team and Product Managers, you will focus on supporting the user experience that is driven by the development of new and innovative products, as well as enhancing existing products and technologies.

From day one, you will be given areas of responsibility and be expected to manage your own time. You will need to maintain a positive, problem-solving mindset, and be attracted by the challenge of delivering high quality support in a fast-paced environment. You are proactive, creative, and enjoy interacting with other people. You are always looking for ways to improve your own work while at the same time being committed to helping the wider team succeed. You are excited to make the most of on-the-job and classroom-based learning, and the opportunity to dive into the field of IT through exposure to a wide array of different technologies, regions, and challenges. 

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
  • Issue 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 of diving into the technical aspects of 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 effective manage your time across multiple issues in a fast paced environment and effectively prioritize your work based issue characteristics
  • Strong written communicator – Your writing clearly communicates information so that it’s easy to understand and derisks misalignment

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


  • $70k – 75k fixed annual base salary

Please note that unfortunately, we are unable to sponsor visas for this position. AlphaSights is an equal opportunity employer.