Technical Support Engineer, Triage & Discovery
Core
Front-line technical support engineer responsible for triaging incoming cases, leading customer discovery calls, and resolving straightforward implementation tasks for an AI-powered identity and fraud prevention platform.
Role type
Mid-level Technical Support Engineer (Triage & Discovery)
Builds
High-quality support handoffs and direct resolutions for financial institutions using Alloy's platform
Domain
Fintech / Identity & Fraud Prevention
Deliverable
client delivery
Required skills
Technical troubleshooting, API/log analysis, customer discovery, written communication, call leadership, ticket hygiene, process improvement
Preferred skills
SaaS implementation experience, SQL/scripting familiarity, fraud/compliance domain knowledge, Zendesk proficiency
Technologies
Zendesk, Alloy Dashboard, Alloy APIs
Responsibilities
Respond to and triage incoming support requests via chat and calls; gather evidence like logs and screenshots; write structured internal notes for senior engineers; resolve repeatable implementation workflows and standard configurations; diagnose issues with the dashboard, APIs, and integrations; maintain ticket hygiene and SLAs; identify opportunities to improve macros and runbooks; assist in QAing automated support responses.
Seniority
Mid-level, hands-on IC
