Senior Technical Support Engineer - Lead Escalations

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 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.