Remote Customer Support Engineer

Summary

The job is for a Customer Support Engineer at Alloy Automation, a YC W20 startup building integration infrastructure. The role involves resolving customer issues, identifying root causes, dreaming up new features, and working closely with various teams to ensure smooth operation of the platform.

Requirements

• Over 3 years of experience as an engineer
• Worked in a customer support or technical support facing role, preferably in a SaaS or tech environment
• Proficiency in debugging and troubleshooting techniques, with a solid understanding of third party APIs, databases, and authentication/authorization mechanisms and frontend (MERN)
• Strong understanding of JavaScript in both the frontend and backend
• Working knowledge of React, TypeScript, NodeJS, MongoDB, AWS, etc
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a concise and clear manner
• Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and implement effective solutions
• Ability to work effectively in a collaborative environment, coordinating with cross-functional teams to resolve customer issues
• Customer-centric mindset with a passion for helping customers succeed and ensuring their satisfaction

Responsibilities

• Provide prompt and effective support to customers by resolving issues, answering customer questions, and addressing concerns related to our platform and integrations
• Identify, document, and report bugs or issues experienced by customers, working closely with the engineering team to ensure timely fixes
• Collaborate with the Customer Success and engineering teams to understand customer needs, prioritize issues, and implement solutions
• Take the knowledge obtained from customers and work with our product team to translate that into actionable features that influences our product roadmap and company trajectory
• Troubleshoot issues in production systems, ensuring minimal disruption to customer operations
• Maintain clear and proactive communication with customers in conjunction with our CS team, keeping customers informed about issue statuses, resolutions, and updates
• Create and maintain comprehensive documentation of customer issues, solutions, and best practices to enhance the support process and knowledge bases
• Gather and relay customer feedback to the product and engineering teams to drive continuous improvement in our products and services
• Assist in the training and onboarding of new customers, ensuring they have a solid understanding of our platform and its capabilities
• Monitor system performance and customer usage to identify potential issues before they impact customers, proactively addressing concerns

Preferred Qualifications

• Familiarity with customer support tools and platforms (e.g, JIRA, Service Desk, etc)
• Understanding of the integration infrastructure or iPaaS (Integration Platform as a Service) landscape
• Knowledge of common security vulnerabilities and best practices to mitigate them