Searching for remote technical support roles that combine customer interaction with problem-solving? The Technical Support Engineer position at Alloy offers a unique opportunity to engage with clients while working in a hybrid environment.
About the Role
As a Technical Support Engineer at Alloy, you will be the first point of contact for customers seeking technical assistance. Your role involves diagnosing issues, leading customer discovery conversations, and ensuring seamless handoffs to senior engineers for complex problems.
About the Company
Alloy is the AI-powered identity and fraud prevention platform that accelerates onboarding, stops fraud, and scales compliance across the customer lifecycle so financial organizations can grow without limits. More than 900 of the world's leading financial institutions and fintechs trust Alloy for smarter risk management that drives growth.
Why This Job Stands Out
- Join a recognized leader in fraud prevention and identity management
- Engage directly with customers in a role that values communication and problem-solving
- Enjoy the flexibility of a hybrid work setup while being part of a dynamic team
Job Insights
RoleTechnical Support Engineer
Work TypeHybrid work environment
Who This Job Is For
- Individuals seeking remote customer support roles with a focus on technical problem-solving
- Professionals with experience in customer-facing technical roles looking for a hybrid work environment
- Candidates eager to engage directly with customers while navigating technical systems
What You Will Do
- Act as the primary technical contact for incoming support requests, responding promptly and accurately
- Lead short customer calls to clarify issues and gather necessary information for effective resolution
- Document and structure internal notes to ensure smooth handoffs to senior engineers
- Resolve straightforward technical inquiries and support tasks directly through the ticketing system
- Diagnose issues related to Alloy’s dashboard and APIs, utilizing logs and debugging methods
What They Are Looking For
Skills & Experience
- 1-3 years of experience in technical support or customer success roles
- Familiarity with APIs, logs, and basic JavaScript for troubleshooting
- Strong communication skills to facilitate effective customer interactions
What They Expect
- Demonstrate excellent judgment in determining when to escalate issues
- Maintain organized ticket hygiene and timely follow-ups
- Identify opportunities for improving support processes and documentation
What They Offer
- Unlimited PTO and a flexible work policy
- Employee stock options and competitive salary range of $75,000 to $95,000
- Comprehensive medical, dental, and vision plans with HSA contributions
- 401k matching up to 4% of annual compensation
- Hybrid work environment with in-person collaboration opportunities
Tips for Applicants
- Highlight your experience in customer-facing technical roles in your application
- Demonstrate your problem-solving skills and ability to communicate effectively in your cover letter
- Be prepared to discuss your familiarity with APIs and technical troubleshooting during interviews
Frequently Asked Questions
What is the work schedule for this role?
The role requires coverage during MST time zone hours, including dedicated blocks for queue management and on-call triage.
Is there an opportunity for remote work?
Yes, the position is hybrid, allowing for both in-office collaboration and remote work, with specific in-office days required.
