Alloy
Technical Support Engineer, Triage & Discovery
$75K–$95K
Alloy New York · Full-time · Posted Apr 15, 2026
- Experience
- 1–3 years in technical support, customer success, or a similar customer-facing technical role.
About the job
Triages customer support cases, clarifies technical issues, resolves straightforward requests, and prepares actionable handoffs for senior engineers.
What you'll do
- Engage customers through written communication and short calls to discover and document issues, including relevant technical evidence.
- Resolve routine product questions and support workflows; diagnose dashboard, API, and integration issues, escalating when appropriate.
- Maintain ticket quality and SLAs, improve support processes, and QA automated support responses.
What they ask for
- 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 and reason about API requests.
- Strong oral, written, and interpersonal communication skills.
- Work during MST time zone hours.
Nice to have
- Experience with SaaS implementation or onboarding workflows.
- Familiarity with SQL, scripting, or QA processes.
Pay
$75,000 to $95,000 (base salary)
Tools
Zendesk, JavaScript, SQL
AI focus
QA automated support responses and use AI tools to work faster and more effectively.
Model-written summary · the original posting is authoritative