Technical Support Engineer, Triage & Discovery

Overview

Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Alloy serves over 800 of the world’s largest financial institutions and fintechs to take control of fraud, credit, and compliance risk, and grow with a clear picture of their customers. Through our values:
Be Bold, Get Scrappy, Collaborate, and Celebrate Our Differences, we strive to create a workplace where you can grow, thrive, and belong.

About The Team

The Technical Support Engineer 2 (TSE2), Triage & Discovery is the front line of Alloy’s technical support experience. This role engages customers early, clarifies the true issue, gathers the right technical and business context, and prepares 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.

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. By improving the quality of initial problem discovery, you’ll help the entire support organization resolve issues faster and more accurately.

Alloy operates in a hybrid-work environment. We foster collaboration by having local employees onsite three days a week, and remote employees onsite once a quarter.

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 leverage your technical skills, problem-solving instincts, written and verbal communication, and professionalism to clarify customer issues and build trust.

• 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.
• Lead short customer calls (15–30 minutes) when written communication isn’t fast enough, focusing on discovery and triage.
• Gather the evidence that matters—logs, screenshots, timestamps, configuration details, reproduction steps—to enable the next person to hit the ground running.
• Write clean, structured internal notes and handoffs so a senior engineer can 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, deciding when to resolve vs. escalate.
• Maintain accurate ticket hygiene, timely follow-ups, clear statuses, and deliver within established SLAs.
• Identify opportunities to improve macros, runbooks, intake questions, and discovery practices based on queue patterns.
• Help QA automated support responses, flagging and fixing issues as you encounter them.
• Expand product knowledge and technical skills through self-directed learning and 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.

Alloy is looking for a Technical Support Engineer 2 who combines strong customer instincts with a solid technical foundation. 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…