Alloy

Support Engineer

• Serve as the first technical point of contact for incoming support requests
• Ask targeted follow-up questions and clarify customer needs
• Lead focused 15–30 minute customer discovery and triage calls
• Gather logs, screenshots, timestamps, configuration details, and reproduction steps
• Write structured internal notes and handoffs for senior Technical Support Engineers
• Resolve straightforward product questions, technical clarifications, and documented support tasks
• Manage repeatable implementation workflows asynchronously
• Diagnose dashboard, API, and integration issues using logs, system tools, and debugging methods
• Decide when to resolve issues versus escalate them
• Maintain ticket hygiene, timely follow-ups, statuses, and SLA delivery
• Improve macros, runbooks, intake questions, and discovery practices
• QA automated support responses and fix identified issues
• Expand product knowledge and technical skills through self-directed learning and embed program participation
• Cover support queues during the 8am–8pm US time zone window, including urgent-ticket on-call triage during business hours
• Attend focused in-person training at Alloy’s office as a new hire
• Travel to an Alloy office, team-building activities, and company events as required

Technical Support Engineer, Triage & Discovery