Remote opportunity at
AlloyTechnical Support Engineer, Triage & Discovery
Alloy is seeking a Technical Support Engineer, Triage & Discovery to join the front line of its technical support operations. Alloy operates an AI-powered identity and…
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About This Role
Alloy is seeking a Technical Support Engineer, Triage & Discovery to join the front line of its technical support operations. Alloy operates an AI-powered identity and fraud prevention platform that assists financial organizations with customer onboarding, fraud detection, and compliance scaling. In this role, you will act as the initial point of contact for incoming support cases, engaging customers early to uncover underlying issues and gathering necessary technical context. You…
Job Description
Alloy is seeking a Technical Support Engineer, Triage & Discovery to join the front line of its technical support operations. Alloy operates an AI-powered identity and fraud prevention platform that assists financial organizations with customer onboarding, fraud detection, and compliance scaling. In this role, you will act as the initial point of contact for incoming support cases, engaging customers early to uncover underlying issues and gathering necessary technical context.
You will be responsible for preparing organized handoffs for senior engineering personnel, conducting brief calls with clients to clarify complex problems, and independently resolving straightforward implementation workflows or product questions through Zendesk. The position involves diagnosing issues across APIs, integration touchpoints, and the company dashboard using logs and system tools. Coverage hours span from 8:00 AM to 8:00 PM US time zones, requiring dedicated blocks for queue management, urgent triage, and asynchronous tasks, with a requirement to work during Mountain Standard Time hours.
This role suits individuals energized by customer communication who possess strong problem-solving instincts, comfort with technical systems, and the ability to convert ambiguous situations into clear action items. Alloy provides an employee benefits package that includes stock options, medical, dental, and vision coverage, unlimited paid time off, and retirement plan matching.
Responsibilities
- Serve as the primary technical contact for incoming support requests by responding rapidly and asking targeted follow-up questions
- Conduct brief 15 to 30 minute customer calls when written troubleshooting is insufficient for discovery
- Collect vital diagnostic evidence such as logs, timestamps, screenshots, and reproduction steps for senior engineers
- Write structured internal notes and handoffs to enable immediate escalation and problem-solving
- Directly resolve straightforward product inquiries, documentation questions, and repeatable implementation workflows
- Diagnose dashboard, API, and integration problems utilizing logs and debugging tools
- Maintain ticket hygiene, adhere to service level agreements, and ensure timely follow-ups
- Refine macros, runbooks, and intake questions based on observed queue patterns
- Quality-assure automated support responses and handle urgent tickets during business hours on-call blocks
Requirements
- 1 to 3 years of background in technical support, customer success, or a related client-facing technical function
- Familiarity with authentication concepts, logs, and APIs, including the ability to read basic JavaScript and analyze API requests
- Strong interpersonal, written, and oral communication skills for guiding troubleshooting conversations
- Sound judgment regarding when to escalate versus when to resolve issues independently
- Ability to maintain organization and clarity in a fast-paced, reactive queue environment
- Availability to work during Mountain Standard Time zone hours
Qualifications
- Background with SaaS onboarding or implementation workflows
- Knowledge of SQL, scripting processes, or quality assurance procedures
- Familiarity with structured severity levels and formal escalation paths
- Experience developing client-facing knowledge base articles or documentation
- Prior exposure to financial institution compliance and fraud prevention
- Proficiency with Zendesk ticketing software and artificial intelligence tools
Core Skills
Benefits
- Competitive base salary ranging from USD 75,000 to 95,000 per year
- Stock option awards in the form of incentive stock options
- Medical, dental, and vision insurance plans alongside Health Savings Account and Flexible Spending Account options
- 401k retirement plan with a 100 percent employer match up to 4 percent of annual compensation
- 16 weeks of paid parental leave for eligible new parents
- Unlimited paid time off policy
- Home office stipend provided to new hires
- Annual Learning and Development stipend
- Access to well-being benefits including ClassPass, OneMedical, UrbanSitter, and Spring Health
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for this role?
The base compensation for this position ranges from USD 75,000 to 95,000 per year, accompanied by stock options and benefits.
What are the working hours or time zone requirements?
The support team covers an 8:00 AM to 8:00 PM US time zone window, and candidates are required to work during Mountain Standard Time zone hours.
What level of experience is needed to apply?
Applicants should have 1 to 3 years of experience in technical support, customer success, or a similar customer-facing technical position.
Sample Interview Questions
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