remote
Technical Support Engineer II, Triage & Discovery - Alloy
Software Engineer
Technical Support Engineer II focused on triaging and discovering identity‑risk issues, leveraging API knowledge, SQL querying, and Python scripting to resolve incidents and improve customer experience.
About the role
Key Responsibilities
- Act as the first line of defense for incoming technical incidents, quickly triaging and diagnosing complex identity‑risk problems.
- Collaborate with product, engineering, and security teams to reproduce issues, gather data, and drive root‑cause analysis.
- Develop and maintain scripts and queries (Python, SQL) to extract logs, monitor system health, and automate repetitive troubleshooting tasks.
- Provide clear, actionable communication to customers and internal stakeholders, documenting findings and recommended solutions.
- Contribute to knowledge base articles and process improvements that enhance the overall support workflow.
Requirements
- 2+ years of technical support or engineering experience in a SaaS or fintech environment.
- Strong understanding of RESTful APIs, JSON, and authentication mechanisms.
- Proficiency in SQL for data extraction and analysis.
- Hands‑on experience with Python scripting for automation and debugging.
- Familiarity with Linux operating systems and monitoring tools (e.g., Grafana, Prometheus).
Skills
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