Technical Customer Support Specialist

About Alloy.ai Alloy.ai is the Commerce Intelligence System for consumer brands. We unify data from 500+ sources — ERPs, retailers, ecommerce platforms, and distributors — into a single source of truth your team can bet their P&L on. Our proprietary commerce logic and AI Agents translate fragmented data into clear demand signals and prepare execution-ready actions — automatically. Sales and Supply Chain teams at brands like Liquid I.V., Crayola, and Valvoline use Alloy.ai to capture every revenue window, protect margins, and keep products on the shelf. From signal to action. Instantly. Alloy.ai is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another. We encourage people of all backgrounds to apply. Alloy.ai is committed to creating an inclusive culture, and we celebrate diversity of all kinds.

About The Role

As a Customer Support Specialist at Alloy, you will be at the forefront of our customers' experience with our software. You will diagnose the root cause of complex data issues and build the durable fixes that stop them recurring. Your technical curiosity is pivotal to delivering unparalleled service and fostering long-term customer relationships. This role provides Tier 2 and Tier 3 support to our growing customer base. You will investigate user, data, configuration and pipeline requests, working through raw retailer files, product and location master data, extractor logic and ingestion behavior to establish what actually went wrong before you fix it, alongside our engineering, data operations and account management teams. You will also own the content that keeps those questions from coming back: help centre articles, onboarding material, and training for new users. We do not have a separate L&D function, so this sits with you. You will be closer than anyone to where the product confuses people, and we expect you to turn that into concrete usability feedback rather than absorbing it ticket by ticket. This role sits at an inflection point. Our AI assistant, Lens, now answers a growing share of the routine questions that once came to Support, and you will help train and improve the knowledge it draws on. Support is changing quickly and we would rather change with it than defend the old shape of the job. The most valuable person here will be someone who measures their success partly by the tickets that stop arriving, and who wants to help define what support looks like when an AI handles the first layer. If that sounds like a diminished version of support work, this is not the right role. If it sounds like the interesting part, we should talk. About You You thrive in a small team where you can make a big impact. As the first person our customers interact with when they have a question or problem, you are high energy and have a positive attitude. You are genuinely curious about how things work. When something breaks, "it's working again now" is not enough for you—you want to know why it broke, whether it will break again, and what would prevent future recurrences. You are comfortable sitting with a hard problem rather than reaching for the fastest resolution, and you know the difference between fixing an instance and fixing a cause. You are a self-starter driven by a desire to succeed and have great outcomes for our customers. You are ambitious about what you could become here. You want scope early, you are willing to be uncomfortable to get it, and you would rather be handed a hard problem than a checklist. You are already using AI tools in your daily work and have opinions about where they help and where they don't. You are excited by the idea of improving an AI support system rather than competing with one, and you see automating away your own repetitive work as a win. As a key member of our support team, you want to take initiative, tackle new obstacles and help us figure out what scalable support looks like for our growing customer base. You are strong at time management and the ability to prioritize. You can handle multiple customer inquiries simultaneously and are able to prioritize what needs to be done when in order to make the biggest impact.