Technical Support Engineer II at Alloy in Remote

Summary: Alloy is a company focused on solving identity risk for financial institutions. They are seeking a Technical Support Engineer II to engage with customers, clarify issues, and prepare handoffs for senior engineers while resolving straightforward support requests. 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 escalate - 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 Required 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. You ask good questions and know how to make a customer feel heard - Solid judgment about when to keep digging vs. when to hand something off. You're not trying to prove you can own everything—you're trying to get the customer to the right answer as fast as possible - 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 - Must be based in the US (East Coast, Central, or West Coast) Preferred Qualifications: - Experience with implementation or onboarding workflows in a SaaS environment - Familiarity with SQL, scripting, or QA processes - Experience in an environment with clear severity levels and escalation paths - Experience creating client-facing documentation, including Knowledge Base articles - Experience in fraud & compliance for financial institutions is preferred but not required - Familiarity with support ticketing tools, such as Zendesk - Comfortable using AI tools to work faster and more effectively Required Skills: Technical Support, API, JavaScript, Log Analysis, Authentication Concepts, Ticketing Systems, Zendesk, SaaS Implementation, SQL, Scripting, Quality Assurance, Fraud, Compliance, Customer Management, Curiosity, Self-direction, Judgment Benefits: Unlimited PTO and flexible work policy, Employee stock options, Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options, 401k with 100% match up to 4% of annual employee compensation, Eligible new parents receive 16 weeks of paid parental leave, Home office stipend for new employees, Annual Learning & Development annual stipend, Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health, Hybrid work environment: employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan., Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy.