Senior Technical Support Engineer

About the role

The Senior Technical Support Engineer at Alloy is responsible for leading complex, cross-functional escalations, designing long-term solutions to recurring issues, and acting as a trusted advisor across the company. This role involves representing Support in cross-functional meetings, mentoring junior team members, and leading key initiatives that improve team performance and the customer experience.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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.

Qualifications

• BS in Computer Science or related field, or equivalent practical experience.
• Experience with Agile methodologies and software development lifecycle.
• Knowledge of financial services industry and its regulatory requirements.
• Ability to handle sensitive and confidential information with discretion.

Skills

• Technical proficiency with relevant tools and platforms.
• Strong problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Self-motivated and proactive approach to learning and improving.

Benefits

• 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.
• 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.

Pay

Compensation for this role ranges from $105,000 - $125,000, as well as stock options.

Schedule

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.