Alloy
Senior Technical Support Engineer
New York, NY · Senior
Sponsorship not specified$105k-$125kDetected 4 days ago
PythonSpringData VisualizationIncident ResponseCustomer SupportZendeskPostmanLeadershipCommunicationCollaborationMentoring
About the role
- Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world.
- See how we've been continuously recognized and named one of Inc.
- Magazine's Best Workplaces, Forbes America's Best Startup Employers, Best Fintech to Work for by American Banker, year after year.
Responsibilities
- The Senior Technical Support Engineer is a highly experienced support professional who thrives in a fast-paced, collaborative environment and operates with significant autonomy.
- This role is designed for individuals who lead complex, cross-functional escalations, design long-term solutions to recurring issues, and act as trusted advisors across the company.
- As a senior member of the Support team, you'll represent Support in cross-departmental meetings, mentor junior team members, and lead key initiatives that improve team performance and the customer experience.
- Lead high-priority or complex support issues, including those involving multiple teams or external partners.
- Serve as the escalation point for the Support team, confidently resolving edge cases and urgent matters.
- Deliver concise and empathetic customer communication, and guide others in effective customer-facing messaging.
- Participate in the team's on-call rotation, helping to support urgent customer issues outside of standard business hours.
- Design and implement solutions for recurring or systemic support issues.
- Participate in product betas, incident reviews, and internal testing efforts to improve product quality and support readiness.
- Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders.
Requirements
- 3+ years of experience in technical support, ideally in a B2B SaaS environment.
- Experience working cross-functionally with Product and Engineering teams.
- Proven ability to mentor others and contribute to a strong team culture.
- Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash.
Compensation
- for this role ranges from $105,000 - $125,000, as well as stock options.
- 401k with 100% match up to 4% of annual employee compensation
Benefits
- Unlimited PTO and flexible work policy
- Employee stock options
- Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
- Eligible new parents receive 16 weeks of paid parental leave
- Home office stipend for new employees
- Annual Learning & Development annual stipend
- Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health
Company info
- Demonstrate deep expertise across multiple areas of the Alloy platform, with the ability to troubleshoot issues independently.
- Contribute to internal tooling and documentation improvements based on customer pain points.
- Influence roadmap and product quality conversations with data-driven feedback and customer context.
- Additional cross-team projects and responsibilities may be expected as part of this role.
- Provide mentorship to junior and mid-level engineers through onboarding, buddy programs, and informal coaching.
- Help establish a culture of ownership, technical curiosity, and continuous improvement.
Equal opportunity
- We're committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
Visa & Work Authorization
- r, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status
This listing is sourced directly from Alloy's careers page and normalized into a canonical job model.