Technical Support Engineer II, Triage & Discovery
Core
Front-line technical support engineer responsible for triaging incoming support cases, leading customer discovery calls, and resolving straightforward implementation tasks for financial institutions.
Role type
Mid-level Technical Support Engineer (Triage & Discovery)
Builds
High-quality handoffs to senior engineers and direct resolution of repeatable support workflows for Alloy's fraud and identity risk platform.
Domain
Fintech / Identity Risk / Fraud Prevention
Deliverable
client delivery
Required skills
Technical troubleshooting, API/log analysis, written communication, verbal communication, problem-solving, ticket management, SLA adherence
Preferred skills
SaaS implementation workflows, SQL/scripting, QA processes, fraud/compliance knowledge, Zendesk proficiency, AI tool usage
Technologies
Zendesk, Alloy dashboard, APIs, logs
Responsibilities
Serve as first point of contact for support requests; lead short customer discovery calls; gather evidence (logs, screenshots, configs); write structured internal handoff notes; resolve straightforward product questions and implementation tasks; diagnose issues with dashboard/APIs/integrations; maintain ticket hygiene and SLAs; improve macros and runbooks; assist in QA automated responses.
Seniority
Mid-level, hands-on IC
