Technical Support Engineer, Triage & Discovery

Responsibilities: — Act as the first technical contact for incoming support requests, responding promptly and asking focused follow-up questions to understand customer needs clearly. — Conduct short customer calls (15–30 minutes) to accelerate issue discovery and triage. — Lead calls effectively, focusing on discovery and triage. — Collect critical evidence such as logs, screenshots, timestamps, configuration details, and reproduction steps to enable senior engineers to start work immediately. — Write clear, structured internal notes and handoffs. — Resolve straightforward product questions, technical clarifications, and documented support tasks, including repeatable implementation workflows managed asynchronously. — Diagnose issues related to Alloy’s dashboard, APIs, and integrations using logs, system tools, and debugging methods, deciding when to resolve or escalate. — Maintain accurate ticket hygiene, timely follow-ups, clear statuses, and meet service level agreements (SLAs). — Identify improvements for macros, runbooks, intake questions, and discovery practices based on observed patterns. — Assist QA automated support responses by flagging and fixing issues. — Expand product knowledge and technical skills through self-directed learning and participation in embed programs. Requirements: — 1–3 years of experience in technical support, customer success, or similar customer-facing technical roles. — Comfort with APIs, logs, and authentication concepts. — Ability to read basic JavaScript, identify data types, and understand API requests. — Excellent oral, written, and interpersonal communication skills to lead troubleshooting conversations warmly and directly. — Strong questioning skills to make customers feel heard. — Good judgment on when to continue investigation versus escalate. — Organized and able to manage a busy queue effectively with usable notes. — Hands-on, passionate, and creative problem solver who can lead clients to success. — Excellent customer management skills to address and prevent escalated issues by collaborating with cross-functional teams. — Curious and self-directed learner who seeks to improve tools and processes. Nice to have: — Experience with implementation or onboarding workflows in a SaaS environment. — Familiarity with SQL, scripting, or QA processes. — Experience with severity levels and escalation paths. — Experience creating client-facing documentation, including Knowledge Base articles. — Preferred but not required: experience in fraud & compliance for financial institutions. — Familiarity with support ticketing tools such as Zendesk. — Comfortable using AI tools to enhance work efficiency. Conditions: — Full-time remote position operating during MST time zone hours. — Hybrid work environment with local employees onsite three days a week and remote employees onsite quarterly. — Schedule includes dedicated blocks for queue coverage and on-call triage of urgent tickets during business hours. — May require travel for training, office visits, team-building activities, and company events. Benefits: — Competitive base salary range of $75,000 to $95,000 per year. — Eligible for equity awards in the form of stock options (ISOs). — Comprehensive benefits package including unlimited PTO, flexible work policy, medical/dental/vision plans with HSA and FSA options, 401k with 100% match up to 4%, paid parental leave, home office stipend, learning & development stipend, and well-being benefits. — Hybrid work environment with NYC office presence expected Tuesdays through Thursdays. — Positive office culture with catered lunches and frequent cultural events. How to apply: Apply via the link: https://weworkremotely.com/remote-jobs/alloy-technical-support-engineer-triage-discovery Alloy is an equal opportunity employer committed to inclusive hiring practices and providing accommodations to applicants with disabilities.