Support Engineer

• Own end-to-end technical troubleshooting and field diagnostics across networking, edge devices, infrastructure, and system integrations
• Identify root causes of system and network issues, drive resolution, and mitigate recurrence risks
• Maintain reliable, secure, and scalable network and infrastructure environments across cloud and hybrid deployments
• Deploy, configure, and maintain servers, virtual machines, operating systems, storage, and related infrastructure
• Configure and manage routers, switches, firewalls, VPNs, load balancing, and WAN connectivity
• Monitor system and network performance, lead incident response, and ensure high availability for real-time video streaming and AI workloads
• Partner with Engineering, QA, and Product to surface defects, validate fixes, and improve platform reliability
• Coordinate testing and validation of new hardware and software in production-like environments
• Develop scripts, tooling, and automation for diagnostics, monitoring, and support workflows
• Create and maintain technical documentation, investigation logs, and internal knowledge resources

Technical Support Engineer

• Provide on-site and occasional remote support for workstations, laptops, printers, mobile, IoT, and peripheral devices
• Field customer questions and technical problems, resolving issues independently or partnering with appropriate IT resources
• Use systems and diagnostic tools to troubleshoot, resolve, or escalate issues
• Triage complex issues spanning networking, security, and multiple technologies
• Address IT tickets at remote offices and buildings across multiple NYC locations and boroughs
• Manage assigned cases in a ticketing system and maintain accurate activity logs and asset records
• Manage and configure device network connectivity, including port activation and IP assignment
• Configure desktops, laptops, operating systems, mobile devices, printers, and IoT devices with standard software, network connectivity, and user preferences
• Ensure devices meet institutional encryption, management, and protection standards before network connection
• Answer end-user technology questions and provide information about computing policies and service agreements
• Meet metrics and service-level agreements and provide timely customer responses
• Contribute to and maintain the Knowledge Base
• Coordinate and execute large-scale hardware refreshes and office relocation projects
• Provide white-glove service to senior and executive leadership as needed

IT Support Analyst I

• Investigate technical issues reported by enterprise customers and trace symptoms to root cause
• Use Datadog logs, traces, metrics, and dashboards to diagnose issues across distributed services
• Read code across multiple repositories to verify hypotheses and trace request flows
• Query databases to confirm system state and reproduce issues
• Manage tickets through intake, resolution, and support-to-engineering escalation
• Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management
• Partner with engineering teams during escalations by providing clear issue framing and reproducible evidence
• Document findings, contribute to internal knowledge bases, and surface recurring patterns for systemic improvements
• Participate in rotational on-call coverage for high-severity incidents during evenings and weekends

Technical Support Engineer – Customer Support

• Investigate technical issues reported by enterprise customers and determine root causes
• Use Datadog logs, traces, metrics, and dashboards to diagnose issues across distributed services
• Read code across multiple repositories to verify hypotheses and trace request flows
• Query databases to confirm system state and reproduce issues
• Manage support tickets through intake, resolution, and the support-to-engineering escalation chain
• Communicate proactively with enterprise customers through structured updates, clear next steps, and expectation management
• Partner with engineering teams during escalations by framing issues, providing reproducible evidence, and advocating for customer impact
• Document findings, contribute to internal knowledge bases, and identify recurring patterns for systemic improvements
• Participate in rotational on-call coverage for high-severity incidents during evenings and weekends
• Own a technical domain within the platform and serve as the team reference point
• Develop and maintain investigation playbooks, runbooks, escalation paths, and knowledge-base content
• Analyze recurring failure patterns and advocate for customer-impacting platform fixes
• Evaluate and apply AI tooling to daily work and share effective approaches with the team
• Support onboarding of new team members and improve technical investigation and customer communication standards

Senior Technical Support Engineer – Customer Support

• Deliver customer support through email, chat, and virtual meetings
• Serve as a subject matter expert on ChargeAfter products and provide strategic customer solutions
• Manage the ticket lifecycle from inquiry through resolution
• Act as the first point of contact for customer questions and platform issues
• Investigate issues, document findings, and communicate issues to other teams for ticket diagnosis
• Review recorded RESTful API log data to troubleshoot issues
• Use Google Cloud Platform to diagnose technical bugs and error messages
• Identify support-process improvements and suggest product improvements
• Collaborate with the team to contribute to shared goals
• Monitor platform activity across client accounts using Mixpanel, Power BI, and GCP
• Update and maintain the CRM

Customer Support Analyst – Part Time

• Work directly with Replit customers via support tickets to solve technical product issues and bugs and provide technical guidance
• Meet daily ticket volume and resolution time targets
• Collaborate with the Support team to communicate user feedback across Replit
• Contribute to and maintain the Support team’s Knowledge Base
• Support customer-facing communications for outages and incidents
• Report ongoing bugs to Engineering for triage and resolution
• Work on a small, global team of support specialists and engineers

Support Engineer I – Weekend Shift

• Serve as first point of contact for colleagues across the US, UK and Belgium
• Triage and resolve support requests end-to-end, from password resets to complex access problems
• Drive larger incidents to resolution, communicate proactively and document root causes
• Own vendor escalations and involve the IT Manager when appropriate
• Administer Okta, Google Workspace, Slack, Notion and 1Password
• Manage access requests and maintain an accurate SaaS inventory
• Run onboarding and offboarding end-to-end across regions
• Manage the macOS fleet through Iru, including blueprints, configuration profiles and security baselines
• Handle BYOD enrollment and hardware lifecycle
• Support engineers with development environment, tooling, permissions and machine setup issues
• Own office AV, meeting booths and hardware
• Design repeatable IT processes for onboarding, access requests and provisioning
• Determine what to automate and where human approval is needed
• Build an IT work-tracking system focused on visibility without bureaucracy
• Create self-service documentation, internal guides and a knowledge base
• Operate IT controls supporting ISO 27001, ISO 27701, SOC 2 and ISO 42001
• Conduct access reviews, evidence collection and joiner-mover-leaver recordkeeping
• Respond to customer security questionnaires and vendor assessments
• Report to the IT Manager in London and work as the second member of the IT team

IT Support Engineer

• Provide remote and on-site support for workstations, laptops, printers, mobile, IoT, and peripheral devices
• Research, resolve, and respond to customer incidents and requests involving end-user devices and some application issues
• Use systems and diagnostic tools to troubleshoot, resolve, or escalate issues
• Develop, maintain, and disseminate departmental or functional policies and procedures
• Maintain the departmental standard operating procedures manual when available
• Triage complex issues spanning networking, security, and multiple technologies
• Address IT tickets at remote offices and buildings across multiple NYC locations and boroughs
• Manage assigned cases in a ticketing system, log activities and updates, and maintain accurate asset records
• Assist clinical departments with dedicated support coverage
• Manage and configure device network connectivity, including port activation and IP assignment
• Configure desktops, laptops, operating systems, mobile devices, printers, and IoT devices with standard software, network connectivity, and user configurations
• Ensure devices meet institutional security standards for encryption, management, and protection before network connection
• Answer end-user technology questions and provide information about computing policies and service agreements
• Uphold metrics and service-level agreements and provide timely customer responses
• Contribute to and maintain the Knowledge Base
• Coordinate and execute large-scale hardware refreshes and office relocation projects
• Provide white-glove service to senior and executive leadership
• Assist junior analysts before escalating incidents to other technology groups

IT Support Analyst II

• Provide expert technical support for Shield deployments across US time zones as part of the global support team
• Troubleshoot application-impacting issues across application and infrastructure dimensions
• Support customers with integration challenges and troubleshoot data flows between Shield and external systems
• Proactively monitor customer environments using Prometheus, Grafana, and other observability tools
• Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis
• Document customer interactions, solutions, and technical patterns in the ticketing system and knowledge base
• Collaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability
• Act as the regional technical escalation point for complex incidents and infrastructure issues
• Respond to customer technical support requests via ticketing system in a timely and professional manner
• Participate in a rotating on-call schedule

• 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

Support Engineer jobs in New York

Technical Support Engineer

IT Support Analyst I

Technical Support Engineer – Customer Support

Senior Technical Support Engineer – Customer Support

Customer Support Analyst – Part Time

Support Engineer I – Weekend Shift

IT Support Engineer

IT Support Analyst II

Technical Support Engineer

Technical Support Engineer, Triage & Discovery