Technical Support Engineer 2: Triage & Discovery Specialist

Alloy; Denver (CO); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO and flexible work policy

Employee stock options

Medical, dental, vision plans with HSA

401k with 100% match up to 4%

Paid parental leave

Home office stipend

Annual Learning & Development stipend

Well-being benefits

Hybrid work environment

Job summary

Alloy is seeking a Technical Support Engineer 2 to triage incoming cases, lead discovery conversations, and build high-quality handoffs for senior engineers. You’ll resolve straightforward tickets using Zendesk, while expanding product knowledge and collaborating across teams in a dynamic support environment.

The role requires strong communication, analytical thinking, and the ability to turn ambiguous intake into structured, actionable work.

Qualifications

• 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.
• Solid judgment about when to keep digging vs. when to hand something off.
• 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.

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.
• Get on short customer calls (15–30 minutes) when written back‑and‑forth isn't getting to the heart of the issue fast enough. Lead these calls effectively, keeping them focused on discovery and triage.
• Gather the evidence that matters—logs, screenshots, timestamps, configuration details, reproduction steps—so that the next person to touch the ticket can hit the ground running.
• Write clean, structured internal notes and handoffs. When you route a ticket to a senior engineer, they should be able to 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, exercising judgment about when to resolve vs. when to elevate.
• Maintain accurate ticket hygiene, timely follow‑ups, clear statuses, and deliver within established service level agreements (SLAs).
• Identify opportunities to improve macros, runbooks, intake questions, and discovery practices based on patterns you see in the queue.
• Help QA automated support responses, flagging and fixing issues as you encounter them.
• Expand product knowledge and technical skills through self‑directed learning and embed 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.

Skills

APIs

Logs

JavaScript basics

Discovery calls

Communication

Troubleshooting

Ticketing (Zendesk)

Tools

Zendesk

SQL

Job description

Alloy is seeking a Technical Support Engineer 2 to triage incoming cases, lead discovery conversations, and build high-quality handoffs for senior engineers. You’ll resolve straightforward tickets using Zendesk, while expanding product knowledge and collaborating across teams in a dynamic support environment.

The role requires strong communication, analytical thinking, and the ability to turn ambiguous intake into structured, actionable work.