Senior Technical Support Engineer

Alloy; New York (NY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Unlimited PTO

Stock options

Health plans + HSA

401k match

Parental leave 16 weeks

Home office stipend

Learning & Development stipend

Well-being benefits

Hybrid NYC HQ days

Job summary

Alloy seeks a Senior Technical Support Engineer to join our hybrid NYC team. You will lead complex escalations, mentor teammates, and act as a trusted advisor across Product and Engineering.

The role requires deep platform knowledge and the ability to craft long-term solutions for recurring issues. You will collaborate with cross-functional teams, participate in incident reviews, and influence product quality with data-driven feedback.

Qualifications

• 3+ years of experience in technical support, ideally in a B2B SaaS environment.
• Ability to own and resolve high-stakes or technically complex issues.
• Excellent verbal and written communication skills, especially under pressure.
• Experience working cross-functionally with Product and Engineering teams.
• Proven ability to mentor others and contribute to a strong team culture.
• Strong troubleshooting skills with APIs, logs, and developer tools.
• Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash.
• Previous participation in an on-call or incident response rotation.

Responsibilities

• Lead high-priority or complex support issues, including multi-team escalations.
• Serve as escalation point for the Support team and resolve edge cases.
• Provide clear, empathetic customer communication and guidance.
• Participate in on-call rotation to support urgent issues outside business hours.
• Demonstrate deep platform expertise and troubleshoot independently.
• Design and implement long-term solutions for recurring issues.
• Contribute to tooling and documentation improvements from customer feedback.
• Participate in product betas, incident reviews, and internal testing.

Skills

APIs & logs

Mentorship

Cross-functional

On-call experience

Problem solving

Communication

Troubleshooting

Python

Bash

Tools

Zendesk

Looker

Postman

Python

Bash

Job description

Alloy is where you belong!

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. Over 800 of the world's largest financial institutions and fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.

Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. 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.

Check out our investors and read more about us here.

About the team

The Support team at Alloy is a group of curious, collaborative, and technically skilled problem-solvers dedicated to helping our clients succeed. We partner closely with Product and Engineering, act as the voice of the customer, and play a critical role in driving continuous improvement across the company. We pride ourselves on our empathy, accountability, and deep product knowledge—and we're always looking for team members who care deeply about both technology and people.

Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite twice a week, and remote employees onsite once a quarter.

What you'll be doing

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. You bring both strong technical expertise and a passion for solving real customer problems at scale.

Escalation Management & Complex Ticket Handling

• 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.

Technical Expertise & Strategic Contributions

• Demonstrate deep expertise across multiple areas of the Alloy platform, with the ability to troubleshoot issues independently.
• Design and implement solutions for recurring or systemic support issues.
• Contribute to internal tooling and documentation improvements based on customer pain points.
• Participate in product betas, incident reviews, and internal testing efforts to improve product quality and support readiness.

Cross-Functional Collaboration

• Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders.
• Influence roadmap and product quality conversations with data-driven feedback and customer context.
• Take initiative to improve processes, suggest tooling enhancements, and drive adoption of team-wide initiatives.
• Additional cross-team projects and responsibilities may be expected as part of this role.

Mentorship & Team Leadership

• 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.
• Lead by example in documentation, incident participation, and support operations.

What we're looking for

• 3+ years of experience in technical support, ideally in a B2B SaaS environment.
• Demonstrated ability to own and resolve high-stakes or technically complex issues.
• Excellent verbal and written communication skills, especially under pressure.
• Experience working cross-functionally with Product and Engineering teams.
• Proven ability to mentor others and contribute to a strong team culture.
• Strong troubleshooting skills with APIs, logs, and developer tools.
• Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash.
• Previous participation in an on-call or incident response rotation.

Compensation for this role ranges from $90,000 - $110,000, as well as stock options.

Benefits and Perks

• Unlimited PTO and flexible work policy
• Employee stock options
• Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
• 401k with 100% match up to 4% of annual employee compensation
• 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
• Hybrid work environment: NYC employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Friday most employees Zoom into work from home while some take advantage of the quieter office.

Alloy is proud to be an equal-opportunity workplace and employer. 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. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.

All Alloy jobs are listed on our careers page. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with alloy.com email address. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information during the recruiting process. If you're ever unsure, please contact us directly via our website before sharing personal information.