Technical Support Engineer, Triage & Discovery

About this role

Alloy seeks a Technical Support Engineer for its Denver office to serve as the first line of technical support, triaging customer issues, conducting discovery calls, and resolving straightforward tickets while preparing detailed handoffs for senior engineers. You'll combine technical problem-solving with strong communication to turn customer ambiguity into clarity and improve support efficiency.

What you'll do

• Triage incoming support requests and conduct discovery conversations to clarify customer issues
• Lead short customer calls (15–30 minutes) to diagnose problems and gather technical evidence
• Directly resolve straightforward product questions, configurations, and implementation workflows
• Diagnose dashboard, API, and integration issues using logs and debugging methods
• Write clear internal notes and structured handoffs for escalation to senior engineers
• Maintain ticket hygiene, accurate statuses, and adherence to SLAs

What they're looking for

• Technical troubleshooting and problem-solving
• Customer communication and discovery interviewing
• API and integration diagnostics
• Written and verbal communication
• Zendesk ticketing system experience
• Log analysis and debugging
• Quick judgment on escalation decisions
• Self-directed learning capability

Benefits

• Hybrid work environment (onsite 3 days/week for local employees)
• Recognized as one of Inc. Magazine's Best Workplaces
• Named Forbes America's Best Startup Employers
• Named Best Fintech to Work for by American Banker
• Collaborative culture with values emphasizing growth and belonging