Alloy Enterprises

Senior Technical Support Engineer

New York, NY · Senior

Sponsorship not specified$105k-$125kDetected 5 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.

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.

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.

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

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.

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.

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 Enterprises's careers page and normalized into a canonical job model.