Offer summary

Qualifications:

4+ years in technical support engineering or customer engineering roles within SaaS or cloud platforms., Advanced troubleshooting skills in frontend (React, TypeScript), backend (Node.js), and APIs (REST/GraphQL)., Experience with AWS services and CI/CD workflows is essential., Strong communication skills to explain technical concepts to non-technical customers..

Key responsibilities:

Diagnose and solve complex issues related to the platform and integrations.

Identify systemic issues and monitor usage trends to prevent customer-facing problems.

Collaborate with engineering and product teams for root cause analysis and bug reporting.

Develop documentation and training materials to enhance customer success with the Alloy platform.

Job description

Alloy Automation (YC W20) is more than just a tech startup - we’re building the integration infrastructure that everyone from fast growing startups to Fortune 500’s rely on to launch and manage their integrations – at scale. Our engineering team delivers a best in class, incredible experience for our customers who range from global brands like Burberry giant retailers including Amazon and Best Buy.

At Alloy, you won't just "do support." You’ll be at the intersection of engineering, customer experience, and product innovation — with real ownership, autonomy, and impact. Thousands rely on us daily, and you will be directly responsible for ensuring that experience remains world-class.

If you are passionate about debugging, problem-solving, customer empathy, and technical excellence — we want you here.

What you'll be doing

Customer-Centric Engineering: Act as a frontline engineer diagnosing, debugging, and solving complex issues related to our platform and integrations.

Proactive Problem-Solving: Identify systemic issues before they become customer-facing problems by monitoring usage trends and system health.

Root Cause Analysis: 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.

Bug Investigation and Reporting: Triage bugs, create detailed reproduction cases, and collaborate closely with engineering to deliver high-quality fixes.

Product Feedback Champion: Channel feedback from the field into tangible feature requests and product improvements that shape the roadmap

Seamless Communication: Serve as the bridge between technical teams and customers, translating complex issues into simple, actionable updates for both technical and non-technical stakeholders

Knowledge Building: Develop internal and external documentation, FAQs, playbooks, and troubleshooting guides to elevate the entire support process.

Customer Enablement: Help old and new customers and train users to maximize their success with the Alloy platform.

Skills & experience we're excited about

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.

#LI-Remote

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