Technical Support Engineer, Triage & Discovery

Alloy

. Serve as the first technical point of contact for incoming support requests .

Posted 9/17/2026full-timeNew York City • New York • United StatesJunior💰 $75,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on customer success, effective communication, and problem-solving in a fast-paced environment. Proficient in diagnosing technical issues, managing support workflows, and collaborating with cross-functional teams.

Highest-signal resume keywords

Technical Support ExperienceAPI ComfortBasic JavaScript ProficiencyCustomer Management SkillsSaaS Implementation Workflows

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportAPI DiagnosisJavaScriptSQLScriptingQA ExperienceProblem-SolvingData Type IdentificationTicket ManagementDocumentation Creation

Soft Skills

Interpersonal CommunicationJudgmentOrganizationCuriosityCollaboration

Tools & Technologies

ZendeskAI ToolsSupport Ticketing Tools

Industry Keywords

Customer SuccessFraud ComplianceFinancial InstitutionsOnboarding Workflows

Tech Stack

Tools & technologies

JavaScriptSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

1–3 years of experience in technical support, customer success, or a similar customer-facing technical role
Comfort with APIs, logs, and authentication concepts
Ability to read basic JavaScript, identify data types, and reason through API requests
Excellent oral, written, and interpersonal communication skills
Judgment about when to investigate further versus escalate
Organization in a reactive support environment
Hands-on, creative problem-solving ability
Customer management skills and ability to collaborate with cross-functional teams
Curiosity and self-directed learning
Ability to work during MST time zone hours
Nice to have: implementation or onboarding workflows in a SaaS environment
Nice to have: SQL, scripting, or QA experience
Nice to have: experience with severity levels and escalation paths
Nice to have: client-facing documentation or Knowledge Base article creation
Experience in fraud and compliance for financial institutions preferred but not required
Nice to have: familiarity with support ticketing tools such as Zendesk
Nice to have: comfort using AI tools

Benefits

Comp & perks

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
16 weeks of paid parental leave for eligible new parents
Home office stipend for new employees
Annual Learning & Development stipend
Well-being benefits including access to ClassPass, OneMedical, UrbanSitter, and Spring Health
Hybrid work environment
Tasty lunches catered from local restaurants for NYC employees
Frequent employee-organized cultural events