Senior Technical Support Engineer (Remote)

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

Benefits offered by this job

Unlimited PTO

Employee stock options

Health, dental, vision with HSA

401(k) with 100% match up to 4%

16 weeks parental leave

Home office stipend

Learning & development stipend

Well-being benefits

Job summary

Alloy is hiring a Senior Technical Support Engineer to join a fast-paced, cross-functional team. The role demands deep technical expertise, ownership of complex escalations, and mentoring of junior engineers.

You’ll partner with Product and Engineering to improve the customer experience across our global financial services clients. Based in a hybrid NYC environment, you’ll handle high-priority issues, contribute to internal tooling, and participate in incident response.

Qualifications

• 3+ years 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, especially under pressure.
• Experience working cross-functionally with Product and Engineering.
• Proven mentoring abilities and contributing to a strong team culture.
• Experience using APIs, logs, and developer tools.
• On-call or incident response rotation experience.

Responsibilities

• Lead high-priority or complex support issues across multiple teams.
• Serve as the escalation point and resolve edge cases with empathy.
• Participate in on-call rotation outside standard hours.
• Represent Support in cross-functional meetings with Product and Engineering.
• Mentor junior staff and drive continuous improvement.

Skills

APIs troubleshooting

Cross-functional collaboration

Mentoring teammates

Incident response

Communication skills

Tools

Zendesk

Looker

Postman

Python

Bash

Job description

Alloy is hiring a Senior Technical Support Engineer to join a fast-paced, cross-functional team. The role demands deep technical expertise, ownership of complex escalations, and mentoring of junior engineers.

You’ll partner with Product and Engineering to improve the customer experience across our global financial services clients. Based in a hybrid NYC environment, you’ll handle high-priority issues, contribute to internal tooling, and participate in incident response.