Senior Technical Support Engineer

3 semanas atrás

Vitória, Espírito Santo, Brasil Alloy Automation Tempo inteiro
Overview

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 500s 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 won't just "do support." You'll be at the intersection of engineering, customer experience, and product innovation — with real ownership, autonomy, and impact. Thousands rely on us daily, and you will be directly responsible for ensuring that experience remains world-class. If you are passionate about debugging, problem-solving, customer empathy, and technical excellence — we want you here.

Responsibilities
  • Customer-Centric Engineering: Act as a frontline engineer diagnosing, debugging, and solving complex issues related to our platform and integrations.
  • Proactive Problem-Solving: Identify systemic issues before they become customer-facing problems by monitoring usage trends and system health.
  • Root Cause Analysis: Work side-by-side with Engineering and Product teams to identify root causes and ensure we're solving the right problems — not just patching symptoms.
  • Bug Investigation and Reporting: Triage bugs, create detailed reproduction cases, and collaborate closely with engineering to deliver high-quality fixes.
  • Product Feedback Champion: Channel feedback from the field into tangible feature requests and product improvements that shape the roadmap
  • Seamless Communication: Serve as the bridge between technical teams and customers, translating complex issues into simple, actionable updates for both technical and non-technical stakeholders
  • Knowledge Building: Develop internal and external documentation, FAQs, playbooks, and troubleshooting guides to elevate the entire support process.
  • Customer Enablement: Help old and new customers and train users to maximize their success with the Alloy platform.
Qualifications
  • 4+ years in a technical support engineering, customer engineering, or developer support role within a SaaS, API-driven, or cloud platform environment.
  • Advanced troubleshooting skills across frontend (React, TypeScript), backend (Node.js), APIs (REST/GraphQL), and databases (MongoDB, PostgreSQL).
  • Comfort working with AWS cloud services (EC2, S3, Lambda) and understanding CI/CD workflows.
  • Ability to write scripts, reproduce issues in code, debug logs, and analyze server-side and client-side issues.
  • You obsess over delivering delightful customer experiences.
  • You view customer problems as opportunities to learn and improve — not just tickets to close.
  • Ability to explain highly technical concepts to non-technical customers clearly and concisely.
  • You keep customers in the loop proactively and are comfortable pushing back when necessary, always with diplomacy and care.
  • Strong cross-functional collaborator — you will be working tightly with Engineering, Product, and Customer Success daily.
  • You thrive in fast-paced environments and are not afraid to challenge assumptions when needed.
  • You don\'t wait to be told what to do — you take initiative, surface risks early, and suggest solutions.

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