Technical Support Engineer II, Triage & Discovery

Alloy is where you belong! 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. Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces , Forbes America’s Best Startup Employers , Best Fintech to Work for by American Banker , year after year. Check out our investors and read more about us here . About the team 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. When you route a ticket to a senior engineer, they should be able to start solving immediately without redoing your work. 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…