Senior Technical Support Engineer

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not provided

Alloy Automation is a tech startup focused on building integration infrastructure for businesses. They prioritize a customer-centric approach, aiming to deliver a best-in-class experience and empower engineers, customer experience specialists, and product innovators. This role involves resolving complex issues, proactively identifying problems, and advocating for customer feedback.

Requirements

• Experience: Minimum of 4 years in a technical support engineering, customer engineering, or developer support role.
• Technical Proficiency:
  • Experience in SaaS, API-driven, or cloud platform environments.
  • Frontend skills: Familiarity with React and TypeScript.
  • Backend skills: Experience with Node.js.
  • API knowledge: Understanding of REST and GraphQL APIs.
  • Database skills: Knowledge of MongoDB and PostgreSQL.
  • Cloud skills: Comfort working with AWS cloud services (EC2, S3, Lambda).
  • CI/CD understanding: Familiarity with CI/CD workflows.
• Problem-Solving: Ability to write scripts, reproduce issues in code, debug logs, and analyze both server-side and client-side issues.
• Customer Focus: Strong customer empathy and a drive to deliver delightful customer experiences, viewing customer problems as opportunities for improvement.
• Communication: Ability to clearly and concisely explain highly technical concepts to non-technical customers.

Responsibilities

• Technical Support & Debugging: Diagnose, debug, and resolve complex issues related to the Alloy platform and its integrations.
• Proactive Monitoring: Identify systemic issues and monitor usage trends and system health to prevent future problems.
• Collaboration: Work with Engineering and Product teams to identify root causes of issues and ensure effective solutions.
• Bug Management: Triage bugs, create detailed reproduction cases, and collaborate with engineering to deliver fixes.
• Product Advocacy: Champion customer feedback by channeling it into feature requests and product improvements.
• Communication Bridge: Act as a liaison between technical teams and customers, providing clear and simple updates on complex issues.
• Knowledge Creation: Develop and maintain internal and external documentation, including FAQs, playbooks, and troubleshooting guides.
• Customer Enablement: Assist customers and train users to maximize their success with the Alloy platform.

Application Instructions

• Not provided in the description.