Remote Technical Support Engineer: Triage & Discovery

Kenyan Edu; New York (NY); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Stock options

Health, dental, vision plans

Home office stipend

Learning & development stipend

Job summary

Alloy is seeking a Technical Support Engineer 2 (Triage & Discovery) to join our remote-first team. You’ll triage incoming cases, conduct customer discovery conversations, and create high-quality handoffs for senior engineers.

This role emphasizes clear communication, structured problem discovery, and the ability to resolve straightforward support tasks efficiently. You’ll operate within an 8am–8pm US time window with blocks for queue coverage, on-call triage, and async work.

Qualifications

• 1–3 years of experience in technical support or similar customer-facing technical role.
• Comfort with APIs, logs, and authentication concepts.
• Ability to read basic JavaScript and reason about what an API request is doing.

Responsibilities

• Serve as the first technical point of contact for incoming support requests and build a clear understanding of what the customer needs.
• Lead short customer calls (15–30 minutes) to clarify issues and triage.
• Gather logs, screenshots, timestamps, and configuration details for efficient handoffs.
• Write clean internal notes and handoffs so senior engineers can start work immediately.
• Directly resolve straightforward product questions and documented support tasks.
• Diagnose issues related to Alloy’s dashboard, APIs, and integrations using logs and debugging tools.

Skills

APIs

Logs

Authentication

JavaScript basics

Communication skills

Problem solving

Organization

Customer focus

Tools

Zendesk

SQL

Scripting

Job description

Alloy is seeking a Technical Support Engineer 2 (Triage & Discovery) to join our remote-first team. You’ll triage incoming cases, conduct customer discovery conversations, and create high-quality handoffs for senior engineers.

This role emphasizes clear communication, structured problem discovery, and the ability to resolve straightforward support tasks efficiently. You’ll operate within an 8am–8pm US time window with blocks for queue coverage, on-call triage, and async work.