Alloy Technical Support Engineer 2 at Alloy responsible for triaging support cases, leading customer discovery, and building high-quality handoffs for senior engineers. The role involves direct resolution of straightforward tickets using Zendesk.
Responsibilities
As a Technical Support Engineer 2, you will be responsible for triaging incoming support cases, leading customer discovery conversations, building high-quality handoffs for senior engineers, and directly resolving straightforward tickets—all using our ticketing system, Zendesk. You’ll be leveraging your technical skills, problem-solving instincts, written communication, and verbal skills to clarify customer issues and build trust with professionalism and empathy.
Serve as the first technical point of contact for incoming support requests—respond quickly, ask targeted follow-up questions, and build a clear understanding of what the customer actually needs.
Get on short customer calls (15–30 minutes) when written back-and-forth isn’t getting to the heart of the issue fast enough. Lead these calls effectively, keeping them focused on discovery and triage.
Gather the evidence that matters—logs, screenshots, timestamps, configuration details, reproduction steps—so that the next person to touch the ticket can hit the ground running.
Write clean, structured internal notes and handoffs. When you route a ticket to a senior engineer, they should be able to start solving immediately without redoing your work.
Directly resolve straightforward product questions, technical clarifications, and clearly documented support tasks, including repeatable implementation workflows managed asynchronously over days or weeks.
Diagnose issues related to Alloy’s dashboard, APIs, and integrations using logs, system tools, and debugging methods, exercising judgment about when to resolve vs. when to escalate.
Maintain accurate ticket hygiene, timely follow-ups, clear statuses, and deliver within established service level agreements (SLAs).
Identify opportunities to improve macros, runbooks, intake questions, and discovery practices based on patterns you see in the queue.
Help QA automated support responses, flagging and fixing issues as you encounter them.
Expand product knowledge and technical skills through self-directed learning and embed program participation.
Alloy’s support team covers an 8am–8pm US time zone window. Your schedule will include dedicated blocks for queue coverage, including on-call triage of urgent tickets during business hours, plus time for focused async work.
Qualification
Unlimited PTO and flexible work policyEmployee stock optionsMedicalHome office stipend for new employeesHybrid work environmentFamiliarity with SQL
Required
Experience working inside a Product or Design organization.
Unlimited PTO and flexible work policy
Employee stock options
Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
401k with 100% match up to 4% of annual employee compensation
Eligible new parents receive 16 weeks of paid parental leave
Home office stipend for new employees
Annual Learning & Development annual stipend
Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health
Hybrid work environment: Local employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Friday most employees Zoom into work from home while some take advantage of the quieter office.
Preferred
Experience with implementation or onboarding workflows in a SaaS environment.
Familiarity with SQL, scripting, or QA processes.
Experience in an environment with clear severity levels and escalation paths.
Experience creating client-facing documentation, including Knowledge Base articles.
Experience in fraud & compliance for financial institutions is preferred but not required.
Familiarity with support ticketing tools, such as Zendesk.
Comfortable using AI tools to work faster and more effectively.
We value building connections and fostering relationships with both our customers and each other. This role may require travel for support team members, to visit one of our offices, as well as to participate in team-building activities and company events. New hires will start with focused in-person training at Alloy’s office.
