Technical Support Engineer, Triage & Discovery
- Compensation
- $75K–$90K / yr
- Location
- Remote
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Nice to have
- 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
- 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.
- 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.
Full 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.