Technical Support Engineer, Triage & Discovery at Alloy

Job description

Alloy is where you belong! Alloy is the AI-powered identity and fraud prevention platform that accelerates onboarding, stops fraud, and scales compliance across the customer lifecycle so financial organizations can grow without limits. More than 900 of the world's leading financial institutions and fintechs trust Alloy for smarter risk management that drives growth. Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc.Magazine’s Best Workplaces , Forbes America’s Best Startup Employers , Best Fintech to Work for by American Banker , year after year. Check out our investors and read more about us here . About the team The Technical Support Engineer 2 (TSE2), Triage & Discovery is the front line of Alloy’s technical support experience. This role is responsible for engaging customers early, clarifying the true issue, gathering the right technical and business context, and preparing high-quality handoffs to senior Technical Support Engineers for deeper investigation and resolution. You’ll also directly resolve repeatable, well-defined support workflows—like implementation tasks and standard configurations—giving you meaningful ownership alongside your triage work. This isn’t a role where you passively route tickets. You’ll dig into each request, ask sharp questions, get on short calls when it’ll move things faster, and build a clear picture of what’s actually going on. The best person for this role is someone who’s energized by customer interaction, comfortable navigating technical systems, and skilled at turning ambiguity into clarity. By improving the quality of initial problem discovery, you’ll help the entire support organization resolve issues faster, more accurately, and with less wasted effort. Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week, and remote employees onsite once a quarter. What you'll be doing 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. Responsibilities 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. Who we’re looking for Alloy is looking for a Technical Support Engineer 2 who combines strong customer instincts with a solid technical floor. The role is ideal for someone who thrives in a fast-paced, reactive environment, values continuous learning, and can get scrappy. You’re energized by frequent customer interaction, comfortable leading short calls to clarify issues, and disciplined enough to turn ambiguous intake into structured, actionable support work. You demonstrate independence while recognizing when to seek guidance for novel or ambiguous situations. We are looking for someone to work during MST time zone hours. Desired Skills and Experience 1–3 years of experience in technical support, customer success, or a similar customer-facing technical role. Comfort with APIs, logs, and authentication concepts. You can read basic JavaScript, identify data types, and reason through what an API request is doing—even if you’re not writing code all day. Excellent communication skills (oral, written, and interpersonal) to lead troubleshooting conversations warmly and directly, whether over chat or on a call. You ask good questions and know how to make a customer feel heard. Solid judgment about when to keep digging vs. when to hand something off. You’re not trying to prove you can own everything—you’re trying to get the customer to the right answer as fast as possible. Organized in a reactive environment. A busy queue doesn’t rattle you, and your notes are something other people can actually use. Hands-on, passionate, and creative problem solver with the ability to lead clients to success. Excellent customer management skills to address and prevent escalated issues by collaborating and networking with cross-functional teams to deliver solutions that customers need. Curious and self-directed. You teach yourself things and look for ways to improve the tools and processes around you. Nice to have Experience with implementation or onboarding workflows in a SaaS environment. Familiarity with SQL, scripting, or QA processes. Experience in an environment with clear severity levels and escalation paths. Experience creating client-facing documentation, including Knowledge Base articles. Experience in fraud & compliance for financial institutions is preferred but not required. Familiarity with support ticketing tools, such as Zendesk. Comfortable using AI tools to work faster and more effectively. Travel We value building connections and fostering relationships with both our customers and each other. This role may require travel for support team members, to visit one of our offices, as well as to participate in team-building activities and company events. New hires will start with focused in-person training at Alloy’s office. We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us? Alloy is committed to fair and equitable compensation practices. Below is the anticipated starting base compensation range for this role; however, pay may vary depending on job-related knowledge, in-demand skills, relevant experience, and/or geography. In addition to a competitive base salary, this position is also eligible for equity awards in the form of stock options (ISOs) as well as a competitive total benefits package. Your recruiter will be happy to walk you through the details and what compensation could look like for you specifically! This position has a salary range of $75,000 to $95,000. Benefits and 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 Eligible new parents receive 16 weeks of paid parental leave Home office stipend for new employees Annual Learning & Development annual stipend Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health Hybrid work environment: NYC employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Friday most employees Zoom into work from home while some take advantage of the quieter office. How to apply Apply right here! You've found the application! Alloy is proud to be an equal-opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter. All Alloy jobs are listed on our careers page. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with an alloy.com email address. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information during the recruiting process. If you’re ever unsure, please contact us directly via our website before sharing personal information.

Requirements

Must-haves

Alloy is where you belong!
About the team
What you'll be doing
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.
Who we’re looking for
We are looking for someone to work during MST time zone hours.
Desired Skills and Experience

Nice-to-haves

Experience with implementation or onboarding workflows in a SaaS environment.
Familiarity with SQL, scripting, or QA processes.
Experience in an environment with clear severity levels and escalation paths.
Experience creating client-facing documentation, including Knowledge Base articles.
Experience in fraud & compliance for financial institutions is preferred but not required.
Familiarity with support ticketing tools, such as Zendesk.
Comfortable using AI tools to work faster and more effectively.
We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us?

Application prep

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Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Parental Leave