Technical Support Engineer - AI-Driven Data Fixes

Alloy.ai; Washington (District of Columbia); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Alloy.ai, based in Washington DC, is seeking a Customer Support Specialist to lead complex data issue resolution and deliver durable fixes. You’ll collaborate with engineering, data ops, and account management to diagnose root causes and train users on best practices.

You’ll own help center content, onboarding materials, and training for new users, shaping knowledge for Lens-powered AI support and reducing repeat tickets over time.

Qualifications

• Bachelor's or associate degree in a technical field or equivalent SaaS experience.
• 2+ years in a technical support, solutions or data role.
• Demonstrated experience investigating and resolving complex data issues, and fixing root causes.
• Hands-on experience using AI tools to accelerate technical investigation.

Responsibilities

• Triage inbound tickets and resolve the majority of them.
• Respond to customer queries via Alloy's ticketing system.
• Investigate complex data issues end to end to establish root cause before fix.
• Identify recurring issues and drive permanent resolutions with product and guardrails.
• Use AI tools to investigate faster while applying sound judgment.
• Improve the knowledge base and training content for Lens-powered support.
• Document retailer-specific context and data behavior to guide support.

Skills

Technical support

Data investigation

AI tools

Customer service

Time management

Education

Bachelor's or Associate degree in technical field

Tools

AI tools

Job description

Alloy.ai, based in Washington DC, is seeking a Customer Support Specialist to lead complex data issue resolution and deliver durable fixes. You’ll collaborate with engineering, data ops, and account management to diagnose root causes and train users on best practices.

You’ll own help center content, onboarding materials, and training for new users, shaping knowledge for Lens-powered AI support and reducing repeat tickets over time.