Hybrid Technical Support Engineer II: Discovery & Triage

Alloy Inc.; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Unlimited holiday

Flexible work policy

Up to 100% compensation for parental leave

Home office stipend

Equity plan

Job summary

Alloy Inc. seeks a Technical Support Engineer II in London to engage with customers and clarify technical issues. This position emphasizes direct interaction and problem-solving to improve the customer support experience, operating in a hybrid environment. Successful candidates will have a background in technical support and strong communication skills.

Key responsibilities include triaging incoming support cases and leading customer discovery conversations while maintaining clear documentation and collaboration with senior engineers. Benefits include unlimited holiday, pension contributions, and health care.

Qualifications

• 1–3 years of experience in technical support or a similar customer-facing role.
• Excellent communication skills to lead troubleshooting conversations.
• Organized and able to work effectively in a reactive environment.

Responsibilities

• Serve as the first technical point of contact for incoming support requests.
• Lead customer discovery calls to clarify issues.
• Gather relevant evidence and maintain accurate ticket hygiene.

Skills

Technical Support

Customer Communication

Problem Solving

Zendesk

Tools

SQL

Scripting

QA Processes

Job description

Alloy Inc. seeks a Technical Support Engineer II in London to engage with customers and clarify technical issues. This position emphasizes direct interaction and problem-solving to improve the customer support experience, operating in a hybrid environment. Successful candidates will have a background in technical support and strong communication skills.

Key responsibilities include triaging incoming support cases and leading customer discovery conversations while maintaining clear documentation and collaboration with senior engineers. Benefits include unlimited holiday, pension contributions, and health care.