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.
Why Choose Alloy?
Choosing a career at Alloy means joining a globally recognized industry leader dedicated to solving identity risk, fraud, and compliance tracking for over 800 of the world’s largest financial institutions and fintechs. Beyond a competitive base salary of $75,000 to $90,000, Alloy offers an exceptional total compensation package including lucrative employee stock options, an incredible 401(k) match of 100% up to 4% of your salary, and comprehensive healthcare coverage. Employees also enjoy premium lifestyle perks such as unlimited PTO, a dedicated home office stipend, 16 weeks of paid parental leave, and an annual Learning & Development stipend.
An Award-Winning Workplace Culture
Alloy is continuously recognized and celebrated by major publications for its stellar workplace environment, earning spots on Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, and Best Fintech to Work for by American Banker year after year. Built upon core values to Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, the company fosters a deeply inclusive culture where every voice is heard and unique backgrounds are embraced. New hires kick off their journey with focused, in-person training at Alloy’s offices to ensure they are fully set up for long-term career growth.
How to Apply
If you are ready to take ownership of your technical career and make an immediate impact within a rapidly scaling fintech company, we want to hear from you. The application process is highly streamlined, secure, and handled directly by the internal corporate recruiting team. Please review the quick breakdown below and use the provided application link inside our summary table to submit your resume and portfolio directly to an Alloy recruiter.
Quick Summary Table
| Attribute | Details |
| Company | Alloy |
| Salary | $75,000 – $90,000 a year |
| Key Requirement | 1–3 years tech support experience + comfortable with APIs & basic JavaScript |
| Location | Denver, CO 80205 (Hybrid Work) |
| Application Link | Apply on Company Site |
Explore More Opportunities
Looking for a slightly different tech track or want to share other open roles with your network? Check out our internal career board to browse related openings such as our Mid-Level Support Engineer roles, SaaS Implementation Specialist paths, or our Fintech Compliance Operations positions currently hiring across major US metropolitan hubs.
Final Note
Don’t let historical industry biases cause you to hesitate—even if you don’t check every single preferred box perfectly, Alloy highly values self-directed learners, curious minds, and creative problem solvers. Take the leap, apply today, and step into a role where you truly belong!
