Customer Engineer, Alloy Automation
eCommerce automation platform
Open for applications
eCommerce automation platform
21-100 employees
Open for applications
21-100 employees
Company mission
To make automation accessible to all business owners, since eliminating repetitive work is the key to freeing more people to be creatives, innovators, & exceptional employees.
Role
Who you are
- 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
What the job involves
- 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
Our take
Automation is great at two things in particular: eliminating repetitive drudge work, and ensuring nothing is missed. Both cover a lot of ground in the field of eCommerce, where monitoring and responding to customer behaviour is the name of the game. Alloy Automation is a platform helping automate precisely this.
The Alloy platform allows companies to link together apps to create automated workflows. A Shopify payment, for example, could trigger the sending of a customer text message, a discount code, and a team slack notification. These templates can be custom-built, or selected from a marketplace of prefabricated ones.
The automation and eCommerce marketplaces are both hotly competitive and cluttered, which means Alloy’s model is a smart one. It doesn’t need to beat the field; it just needs to integrate with the rapidly growing number of SaaS platforms and tools eCommerce companies are leaning on. Alloy has been rewarded with strong funding to rapidly upscale this concept - and there’s a lot of market demand to grow into.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Feb 2022
$20m
SERIES A
Feb 2021
$5m
SEED
Total funding: $30m
Company benefits
- Health coverage - We provide you with a health reimbursement account (HRA) with a built-in, yearly stipend to cover insurance, prescriptions, and copays
- Virtual social activities - We do virtual Airbnb experience, founder-hosted cooking classes, poker games, & more to feel like a team despite being far apart
- Flexible PTO - We want to make sure our teammates keep themselves mentally and physically healthy, and celebrate the important holidays in their lives
Company values
- We Are Owners - Our north star will always be the impact we will have on our customers and partners
- Hone Your Craft - What we do doubles as a medium to exercise out passions and hone our professional crafts
- Work In The Open - We default to working asynchronously. We aim to share openly, and stay honest about our misses and learnings
- Teams Win Championships - We win and lose together. We offer help before it's asked and we help each other get better
- Mind Wide-Open - We have strong opinions, loosely held and invite ourselves to be challenged with different perspectives and by data
- Ship It - We work with urgency because speed makes us different and we value iterating on projects over being perfect the first time
- A Little Fun Never Hurt Nobody - We throw a party once in a while to celebrate each other and the work we do
Company HQ
SoHo, New York, NY
Articles
Leadership
Sara Du
(CEO)Originally studied at Harvard, before dropping out to spend time as a Wish Product Designer, a Snap Software Engineer, and a Fellow at 8VC.
Gregg Mojica
(President & CTO)Worked on software at Cornell, then as a Technical Writer at AppCoda, and an Application Architect with Fiserv. Also worked as an Angel Investor / Scout with Bain Capital Ventures.
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