remote
Technical Support Engineer, Triage & Discovery - Alloy
Software Engineer
Seeking a Technical Support Engineer to triage and discover issues for a financial identity risk platform. This role involves troubleshooting and providing excellent customer service for SaaS products.
About the role
Key Responsibilities
- Investigate and diagnose technical issues reported by customers.
- Triage incoming support tickets to prioritize and assign them effectively.
- Collaborate with engineering and product teams to resolve complex problems.
- Document technical solutions and create knowledge base articles.
- Provide exceptional customer service and technical guidance.
- Identify trends and patterns in customer issues to drive product improvements.
Requirements
- Proven experience in a technical support or similar role.
- Strong troubleshooting and problem-solving abilities.
- Familiarity with API integrations and SaaS platforms.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
Skills
technical supporttroubleshootingcustomer serviceproblem solvingapi