Technical Support Engineer II, Triage & Discovery

Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 800 of the world’s largest financial institutions and fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.

The Technical Support Engineer 2 (TSE2), Triage & Discovery is the front line of Alloy’s technical support experience. This role is responsible for engaging customers early, clarifying the true issue, gathering the right technical and business context, and preparing high-quality handoffs to senior Technical Support Engineers for deeper investigation and resolution. You’ll also directly resolve repeatable, well-defined support workflows—like implementation tasks and standard configurations—giving you meaningful ownership alongside your triage work.

This isn’t a role where you passively route tickets. You’ll dig into each request, ask sharp questions, get on short calls when it’ll move things faster, and build a clear picture of what’s actually going on. The best person for this role is someone who’s energized by customer interaction, comfortable navigating technical systems, and skilled at turning ambiguity into clarity.

By improving the quality of initial problem discovery, you’ll help the entire support organization resolve issues faster, more accurately, and with less wasted effort. Alloy operates in a hybrid‑work environment. We look to foster collaboration and community by having our local employees onsite three days a week, and remote employees onsite once a quarter.

What you’ll be doing

• As a Technical Support Engineer 2, you will be responsible for triaging incoming support cases, leading customer discovery conversations, building high‑quality handoffs for senior engineers, and directly resolving straightforward tickets—all using our ticketing system, Zendesk.
• You’ll be leveraging your technical skills, problem‑solving instincts, written communication, and verbal skills to clarify customer issues and build trust with professionalism and empathy.

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.
• 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.
• 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.

Who we’re looking for

Alloy is looking for a Technical Support Engineer 2 who combines strong customer instincts with a solid technical floor. The role is ideal for someone who thrives in a fast‑paced, reactive environment, values continuous learning, and can get scrappy. You’re energized by frequent customer interaction, comfortable leading short calls to clarify issues, and disciplined enough to turn ambiguous intake into structured, actionable support work. You demonstrate independence while recognizing when to seek guidance for novel or ambiguous situations.

Desired Skills and Experience

• 1–3 years of experience in technical support, customer success, or a similar customer‑facing technical role.
• Comfort with APIs, logs, and authentication concepts.
• 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.
• 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.

Nice to have

• Experience with implementation or onboarding workflows in a SaaS environment.
• Familiarity with SQL, scripting, or QA processes.
• Experience creating client‑facing documentation, including Knowledge Base articles.
• Familiarity with support ticketing tools, such as Zendesk.
• Comfortable using AI tools to work faster and more effectively.

Travel

This role may require travel for support team members, to visit one of our offices, as well as to participate in team‑building activities and company events. New hires will start with focused in‑person training at Alloy’s office.

Benefits and Perks

• Unlimited holiday and flexible work policy.
• Pension with employee contribution.
• Up to 100% compensation for 16 weeks of parental leave.
• Home office stipend for new employees.
• Annual £900 learning & development stipend.
• Equity plan.
• Uncapped commissions.
• Training programs to help foster growth.
• Private health and dental care.

Equal‑Opportunity Employment

Alloy is proud to be an equal‑opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities.