Customer Support Engineer

Alloy’s more than just a tech startup - we’re building the integration infrastructure that fast growing startups to Fortune 500’s in commerce rely on to launch and manage their integrations at scale. And our engineering team’s goal is to deliver an incredible experience for our customers, from brands like Burberry to companies like Gorgias and Amazon.

You’ll have the opportunity to work on some unique challenges for our core products, and impact thousands of merchants and SaaS companies that rely on us for their day to day operations.

As a Customer Support Engineer at Alloy, you will be at the frontline of ensuring our customers have a seamless and successful experience with our products. You will work closely with the CS and engineering team to resolve customer issues, address bugs, and implement fixes based on customer feedback. Your role will be pivotal in maintaining customer satisfaction and ensuring the smooth operation of our platform.

What you'll be doing

• Customer Issue Resolution: Provide prompt and effective support to customers by resolving issues, answering queries, 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 Manager and engineering team to understand customer needs, prioritize issues, and implement solutions.
• 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 through customer success manager, keeping them informed about issue status, resolutions, and updates.
• Documentation: Create and maintain comprehensive documentation of customer issues, solutions, and best practices to enhance the support process and knowledge base.
• 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.

Skills & experience we're excited about

• Experience: Over 3 years of experience as a developer and in a customer support or technical support role, preferably in a SaaS or tech environment.
• Technical Skills: Proficiency in debugging and troubleshooting techniques, with a solid understanding of APIs, databases, and authentication/authorization mechanisms and frontend (MERN)
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• 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.
• 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) 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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