Senior Technical Support Engineer

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.

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.
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.

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.

• 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.
• Additional cross-team projects and responsibilities may be expected as part of this role.

• 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.

• 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 $105000 - $125000 as well as stock options.

• 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.

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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.

What We Do

Alloy is the only end-to-end identity risk management platform for companies that offer financial products. Beginning with origination and account opening Alloy provides over 600 of the world's leading banks credit unions and fintechs with a scalable flexible platform to manage identity risk throughout the customer lifecycle. With configurable solutions for fraud credit and compliance risk dedicated expert guidance and the industry’s most extensive ecosystem of data partners Alloy helps companies deliver great financial products to more customers around the world.

Why Work With Us

Alloy is a tech company by category not by culture! We’re a diverse bunch of deeply talented people who embrace all genders races ethnicities and backgrounds. It starts with people-first leaders using Alloy's 4 core values as a guiding light and creating an inclusive culture where folks can be themselves & grow while doing their best work.

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