Senior Technical Support Engineer I

Alloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks 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, Get Scrappy, 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. 

The Senior Technical Support Engineer I (TSE) is crucial to ensuring Alloy’s clients have an exceptional experience by resolving technical issues efficiently, providing solutions, and contributing the improvement of the Alloy product and Support processes. This role focuses on troubleshooting issues that range in complexity, crafting client-facing resources like Knowledge Base articles and Root Cause Analysis reports, and mentoring peers, all while demonstrating professionalism. By deepening product expertise and contributing the team during your tenure, the Senior Technical Support Engineer I plays an important role in meeting client needs and driving client satisfaction.

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. 

As a Senior Technical Support Engineer I, you will be responsible for managing and resolving support cases using our ticketing system, Zendesk, contributing to knowledge sharing, and collaborating with teams across Professional Services, Product, and Engineering. You’ll be leveraging your technical skills, problem solving skills, written skills, and verbal skills to resolve customer issues and build customer trust with professionalism and empathy.

Responsibilities

• Diagnose and resolve customer issues related to Alloy’s dashboard, SDK, APIs, and integrations, ensuring timely, clear, and empathetic communication with both internal teams and customers.
• Deliver an outstanding customer experience within established service level agreements (SLAs) to all clients, including our largest Enterprise partners.
• Lead customer calls effectively, escalating issues appropriately when necessary.
• Identify root causes and provide clear solutions for customer problems using logs, system tools, and debugging methods.
• Expand product knowledge and technical skills through self-directed learning and embed program participation.
• Contribute to client-facing Knowledge Base articles and internal documentation to fill knowledge gaps and provide clarity for recurring issues.
• Write client-facing Root Cause Analyses (RCAs) for incident resolution.
• Alloy operates on a 24/7 model. Ability to work a fixed shift that aligns to the hours of 9:00 AM to 6:00 PM ET and participate in on-call, which may include coverage outside of shift times, including holidays and weekends is mandatory for this role.

Alloy is looking for a Senior Technical Support Engineer I with a proven ability to troubleshoot complex issues, communicate empathetically and professionally, and contribute to team initiatives. The role is ideal for candidates that thrive in fast-paced environments, values continuous learning, and can get scrappy. You demonstrate independence while recognizing when to seek guidance for novel or ambiguous situations.

Desired Skills and Experience

• 2-3 years of experience in technical support or customer-facing roles, with at least 2 years in a senior technical role.
• Hands-on, passionate and creative problem solver with the ability to lead clients to success.
• Excellent communication skills (oral, written, and interpersonal) to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own.
• Excellent customer management skills to address and prevent escalated issues by interacting, collaborating, and networking with other cross-functional teams to deliver solutions that customers need.
• Experience with diagnosing complex issues that require foundational understanding of REST APIs, SDKs, integrations while using a variety of tools and resources like Postman, log analysis, codebases, and databases.
• Experience creating client-facing documentation, including Knowledge Base articles and RCAs.
• Willingness to mentor peers, drive self-learning to remain an expert in product suite, and participate in team initiatives.
• Must be based in or willing to relocate to New York, NY. This is an in-office / hybrid role (expected in-office days are Tuesday/Thursday) with a fixed shift of 9am - 6pm ET.

Nice to have

• Experience in fraud & compliance for financial institutions is preferred but not required.
• Support ticketing tools, such as Zendesk.

Travel

• We value building connections and fostering relationships with both our customers and each other. This role may require travel for support team members, to visit one of our offices or clients, as well as to participate in team-building activities and company events.

We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us?

Alloy is committed to fair and equitable compensation practices. Below is the anticipated starting base compensation range for this role; however, pay may vary depending on job-related knowledge, in-demand skills, relevant experience, and/or geography. In addition to a competitive base salary, this position is also eligible for equity awards in the form of stock options (ISOs) as well as a competitive total benefits package. Your recruiter will be happy to walk you through the details and what compensation could look like for you specifically!

This position has a salary range of $97,000 - $114,000 with additional variable compensation.

• 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, and Spring Health 
• Hybrid work environment: our employees local to NYC are expected to work Tuesdays and 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/Wednesday/Friday most employees Zoom into work from home while some take advantage of the quieter office.

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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 an 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.