Are you energized by solving technical puzzles and interacting directly with clients to turn ambiguity into absolute clarity? Alloy is expanding its team and looking for a driven, customer-centric Technical Support Engineer 2 (TSE2), Triage & Discovery to serve as the critical first line of defense for our technical support experience. If you have a solid technical foundation and thrive in a fast-paced, collaborative workspace, this hybrid role in Denver, CO is your next perfect career move.
Job Overview
- Position: Technical Support Engineer, Triage & Discovery
- Company: Alloy
- Location: Denver, CO 80205 (Hybrid – 3 days onsite per week)
- Salary Range: $75,000 – $90,000 a year
- Schedule: Monday to Friday, including dedicated blocks for queue coverage and on-call triage
Primary Responsibilities
- First Contact & Discovery: Serve as the first technical point of contact for incoming support requests, responding quickly and conducting short 15–30 minute discovery calls to diagnose issues.
- Evidence Gathering: Collect critical troubleshooting data—including API logs, screenshots, timestamps, and reproduction steps—to build highly structured internal notes and handoffs for senior engineers.
- Direct Resolution: Directly resolve repeatable, well-defined support workflows, standard dashboard configurations, and straightforward product questions.
- Queue Management: Diagnose platform, API, and integration issues using system tools while maintaining strict ticket hygiene within Zendesk to hit established service level agreements (SLAs).
- Process Improvement: Identify patterns in the queue to optimize internal macros, runbooks, intake questions, and automated support responses.
Eligibility Criteria
To excel in this role, candidates must bring 1–3 years of experience in technical support, customer success, or a closely related client-facing technical position. You must possess a strong comfort level with core technical concepts including APIs, logs, and authentication mechanisms. While you won’t be writing code all day, you should easily be able to read basic JavaScript, identify data types, and logically reason through exactly what an API request is doing.
Exceptional written and verbal communication skills are vital, as you will regularly lead troubleshooting conversations warmly and directly over chat or live video calls. Strong analytical instincts and solid judgment are crucial; you need to know exactly when to keep digging into a problem versus when it is most efficient to hand it off to a senior engineer. Organization is paramount, and a busy ticketing queue should never rattle your focus or degrade the clarity of your documentation.
Working Environment and Culture
Alloy operates in an incredibly supportive, modern hybrid-work ecosystem designed to foster genuine community. For local Denver employees, this means collaborating alongside talented peers onsite three days a week while enjoying the flexibility of remote work for the remaining days. It’s an environment that champions continuous learning, giving you dedicated async time for self-directed technical growth and embed program participation alongside a lean, high-impact team.