Technical Support Engineer, Triage & Discovery

Alloy

Confirmed live today High trust

Hybrid

Quick summary

Work type: Hybrid
Location: New York, NY
Salary: $75,000–$95,000 / yr
Posted: 172 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $159k

This role $85k

$60k most similar roles pay here $213k

This role pays less than 96% of similar roles. Most pay $119,562–$198,125 — the shaded band above. At the midpoint, this role pays about $85k versus about $159k for comparable roles.

Based on 240 similar postings.

Employer

About Alloy

Alloy is an identity decisioning platform that provides fraud prevention, compliance, and credit underwriting solutions for banks, credit unions, and fintechs to automate identity verification decisions. Industry: Financial Technology & Identity Verification

Alloy currently has 12 open roles on FindRole.

Listed pay typically runs $164,500–$203,000 across 12 roles with salary data.

Most-posted roles

View all roles at Alloy

At a glance

TL;DR · Technical Support Engineer, Triage & Discovery

Role Posting Log in to save

Technical Support Engineer, Triage & Discovery The Technical Support Engineer 2, Triage & Discovery serves as the front line of the technical support experience for an AI-powered identity and fraud prevention platform. In this role, you will engage customers early to clarify issues, gather critical technical context like logs and screenshots, and provide high-quality handoffs to senior engineers. You will also directly resolve repeatable implementation tasks and standard configurations using Zendesk. To succeed, you must possess strong communication skills, problem-solving instincts, and the ability to turn ambiguity into clarity. The role requires proficiency with APIs, authentication concepts, and basic JavaScript to diagnose issues involving dashboards and integrations. You will navigate technical systems to solve problems related to fraud prevention and compliance for financial institutions while maintaining high ticket hygiene and meeting established service level agreements.

Skills

Zendesk APIs JavaScript SQL SaaS QA Troubleshooting Documentation AI Tools Data Types Scripting

What you'll do

Serve as the first point of contact to triage incoming support requests and clarify customer needs.
Conduct 15–30 minute discovery calls with customers to resolve complex issues quickly.
Gather technical evidence including logs, screenshots, and reproduction steps for internal handoffs.
Write structured internal notes to ensure senior engineers can resolve escalated tickets immediately.
Resolve straightforward product questions and standard implementation workflows directly in Zendesk.
Diagnose issues related to APIs, dashboards, and integrations using system tools and debugging methods.
Identify opportunities to improve macros, runbooks, and automated support responses based on queue patterns.

What we're looking for

Must be able to work during MST time zone hours.
1–3 years of experience in technical support, customer success, or a similar customer-facing technical role (preferred).
Comfort with APIs, logs, and authentication concepts including the ability to read basic JavaScript (preferred).
Excellent oral, written, and interpersonal communication skills to lead troubleshooting conversations.
Ability to diagnose issues related to dashboards, APIs, and integrations using system tools and debugging methods.
Experience with implementation or onboarding workflows in a SaaS environment (preferred).
Familiarity with SQL, scripting, QA processes, or support ticketing tools like Zendesk (preferred).
Experience in fraud and compliance for financial institutions (preferred).