Engineering Manager, Infrastructure at Alloy · LumiJobs

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.

Engineering Manager, Infrastructure

Responsibilities

Qualification

Preferred

Benefits

Company

Alloy

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