Senior Technical Support Engineer

Summary

Join Alloy Automation, a tech startup building integration infrastructure for various businesses, and become a key player in ensuring a world-class customer experience. You will be at the forefront of customer support, working closely with engineering and product teams. This role demands a passion for debugging, problem-solving, and customer empathy. You will be responsible for diagnosing and resolving complex issues, proactively identifying problems, conducting root cause analysis, and collaborating with teams to implement solutions. The position also involves creating detailed bug reports, providing product feedback, and effectively communicating with both technical and non-technical stakeholders. You will play a crucial role in enabling customers to maximize their success with the Alloy platform.

Requirements

• 4+ years in a technical support engineering, customer engineering, or developer support role within a SaaS, API-driven, or cloud platform environment
• Advanced troubleshooting skills across frontend (React, TypeScript), backend ( Node.js ), APIs (REST/GraphQL), and databases (MongoDB, PostgreSQL)
• Comfort working with AWS cloud services (EC2, S3, Lambda) and understanding CI/CD workflows
• Ability to write scripts, reproduce issues in code, debug logs, and analyze server-side and client-side issues
• You obsess over delivering delightful customer experiences
• You view customer problems as opportunities to learn and improve — not just tickets to close
• Ability to explain highly technical concepts to non-technical customers clearly and concisely
• You keep customers in the loop proactively and are comfortable pushing back when necessary, always with diplomacy and care
• Strong cross-functional collaborator — you will be working tightly with Engineering, Product, and Customer Success daily
• You thrive in fast-paced environments and are not afraid to challenge assumptions when needed
• You don't wait to be told what to do — you take initiative, surface risks early, and suggest solutions

Responsibilities

• Act as a frontline engineer diagnosing, debugging, and solving complex issues related to our platform and integrations
• Identify systemic issues before they become customer-facing problems by monitoring usage trends and system health
• Work side-by-side with Engineering and Product teams to identify root causes and ensure we’re solving the right problems — not just patching symptoms
• Triage bugs, create detailed reproduction cases, and collaborate closely with engineering to deliver high-quality fixes
• Channel feedback from the field into tangible feature requests and product improvements that shape the roadmap
• Serve as the bridge between technical teams and customers, translating complex issues into simple, actionable updates for both technical and non-technical stakeholders
• Develop internal and external documentation, FAQs, playbooks, and troubleshooting guides to elevate the entire support process
• Help old and new customers and train users to maximize their success with the Alloy platform

Benefits

#LI-Remote