# Technical Customer Support Specialist

**Company:** [Alloy](https://hotfix.jobs/companies/alloy)
**Location:** Washington, DC
**Role:** Support Engineering
**Salary:** $65k – $80k/yr
**Experience:** 2+ years
**Skills:** Technical Support, Structured Data, Data Models, Data Pipelines, AI Tools, ChatGPT, Claude, Gemini, Github Copilot, Rag Systems, Prompt Engineering, Knowledge Bases, Data Analysis, Customer Service
**Posted:** 2026-09-04

> Provides Tier 2 and Tier 3 technical support by diagnosing complex data and software issues, resolving root causes, and improving customer-facing documentation and AI-assisted support. The role requires 2+ years in technical support, solutions, or data work and strong structured-data skills.

## Job Description

## Responsibilities
- Triage inbound tickets and resolve the majority of customer inquiries.
- Respond to customer queries through the ticketing system accurately and promptly.
- Investigate complex data issues end to end across raw retailer files, extractor logic, master data, and ingestion behavior.
- Identify recurring issues and drive permanent resolutions through extractor changes, guardrails, monitoring, or product fixes.
- Use AI tools to summarize files, compare datasets, draft queries, and narrow investigation hypotheses while applying sound judgment.
- Improve the AI support knowledge base by maintaining help articles, closing answer gaps, and incorporating ticket patterns into context.
- Document product usage, best practices, and retailer-specific data behavior.
- Design and maintain knowledge architecture across help articles, internal documentation, and AI context.
- Create and deliver customer onboarding materials, training sessions, and self-service content.
- Proactively improve internal processes and the customer experience.
- Collaborate cross-functionally to maintain product knowledge and share actionable customer insights.

## Requirements
- Bachelor's or associate's degree in a technical or related field, or equivalent SaaS work experience.
- 2+ years of experience in technical support, solutions, or data roles.
- Experience investigating and resolving complex data issues and addressing root causes.
- Comfort working with structured data, large files, data models, identifiers, and record matching across systems.
- Hands-on experience using AI tools such as Claude, ChatGPT, Gemini, or Copilot for technical investigation.
- Ability to communicate technical information to technical and non-technical audiences.
- Experience creating documentation or training content, such as help articles, runbooks, onboarding guides, internal wikis, or video walkthroughs.
- Comfort delivering user training and onboarding through live sessions, office hours, or recorded walkthroughs.
- Knowledge of customer service best practices and experience resolving software issues.
- Strong time management, organization, and prioritization skills.

## Nice-to-Haves
- Experience with retrieval-augmented generation (RAG) systems, AI knowledge bases, or prompt/context engineering.
- Consumer goods, retail, or supply chain industry experience.

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