Customer Support Engineer

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’ll do the best work of your life and have a massive impact.  Tens of thousands of people rely on us for their day to day operations – you’ll have a key role in shaping that experience. 

As a Customer Support Engineer at Alloy, you’ll interact with customers on a regular basis, ensuring our customers have a seamless and successful experience with our products.  You will work closely with the Customer Success (CS), Engineering, and Product teams to: resolve customer issues, address bugs,identify root cause analysis, dream up new features,  and implement fixes based on customer feedback.  

Your role is pivotal in maintaining customer satisfaction and ensuring the smooth operation of our platform all the while making a huge impact for our customers and end users.

• Customer Issue Resolution: Provide prompt and effective support to customers by resolving issues, answering customer questions, and addressing concerns related to our platform and integrations.
• Bug Identification and Reporting: Identify, document, and report bugs or issues experienced by customers, working closely with the engineering team to ensure timely fixes.
• Collaboration: Work alongside the Customer Success and engineering teams to understand customer needs, prioritize issues, and implement solutions.
• Product Impact: Take the knowledge you obtain from customers and work with our product team to translate that into actionable features that influences our product roadmap and company trajectory.
• Troubleshooting: Utilize debugging and troubleshooting techniques to diagnose and resolve issues in production systems, ensuring minimal disruption to customer operations.
• Customer Communication: Maintain clear and proactive communication with customers in conjunction with our CS team, keep customers informed about issue statuses, resolutions, and updates.
• Documentation: Create and maintain comprehensive documentation of customer issues, solutions, and best practices to enhance the support process and knowledge bases.
• Feedback Loop: Gather and relay customer feedback to the product and engineering teams to drive continuous improvement in our products and services.
• Training and Onboarding: Assist in the training and onboarding of new customers, ensuring they have a solid understanding of our platform and its capabilities.
• Performance Monitoring: Monitor system performance and customer usage to identify potential issues before they impact customers, proactively addressing concerns.

• Experience: Over 3 years of experience as an engineer.  You must have worked in a customer support or technical support facing role, preferably in a SaaS or tech environment.
• Technical Skills: Proficiency in debugging and troubleshooting techniques, with a solid understanding of third party APIs, databases, and authentication/authorization mechanisms and frontend (MERN).  You must have a strong understanding of JavaScript in both the frontend and backend.  This is a technical position and you will be expected to code daily. You must have a working knowledge of React, TypeScript, NodeJS, MongoDB, AWS, etc.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a concise and clear manner.
• Problem-Solving: Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and implement effective solutions.
• Collaboration: Ability to work effectively in a collaborative environment, coordinating with cross-functional teams to resolve customer issues.  You should not be afraid to voice your opinions and be heard.
• Customer Focus: A customer-centric mindset with a passion for helping customers succeed and ensuring their satisfaction.
• Tools: Familiarity with customer support tools and platforms (e.g, JIRA, Service Desk, etc) is a plus.
• Technical Background: Basic knowledge of front-end and back-end development concepts, with experience in handling customer support for web applications.
• Industry Knowledge: Understanding of the integration infrastructure or iPaaS (Integration Platform as a Service) landscape is beneficial.
• Security Awareness: Knowledge of common security vulnerabilities and best practices to mitigate them.

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