Searching for senior technical support roles in a dynamic environment? The Senior Technical Support Engineer position at Alloy offers an exciting opportunity to work from home while leading complex support initiatives.
About the Role
As a Senior Technical Support Engineer at Alloy, you will play a crucial role in resolving high-stakes technical issues, mentoring junior staff, and improving customer experiences through effective problem-solving and collaboration across teams.
About the Company
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.
Why This Job Stands Out
- Join a recognized leader in the fintech space with a strong commitment to employee growth
- Work in a hybrid environment that fosters collaboration and community
- Lead impactful initiatives that enhance customer experience and support quality
Job Insights
RoleSenior Technical Support Engineer
Work TypeHybrid work environment
Who This Job Is For
- Experienced professionals seeking senior technical support jobs in a B2B SaaS environment
- Candidates with a passion for troubleshooting and solving complex customer issues
- Individuals looking for remote admin jobs that involve cross-functional collaboration
What You Will Do
- Lead high-priority support issues and serve as the escalation point for complex cases
- Deliver empathetic customer communication and guide others in effective messaging
- Participate in on-call rotations to support urgent customer issues outside of standard hours
- Design and implement solutions for recurring support challenges
- Mentor junior team members and contribute to a culture of continuous improvement
What They Are Looking For
Skills & Experience
- 3+ years of experience in technical support, ideally in a B2B SaaS environment
- Strong troubleshooting skills with APIs, logs, and developer tools
- Experience with tools like Zendesk, Looker, Postman, or scripting languages like Python or Bash
What They Expect
- Demonstrated ability to own and resolve high-stakes technical issues
- Excellent verbal and written communication skills, especially under pressure
- Proven ability to mentor others and foster a strong team culture
What They Offer
- Unlimited PTO and flexible work policy
- Employee stock options and competitive salary ranging from $90,000 - $110,000
- Comprehensive medical, dental, and vision plans with HSA contributions
- 401k with 100% match up to 4% of annual compensation
- 16 weeks of paid parental leave for eligible new parents
Tips for Applicants
- Highlight your experience with technical support in a B2B SaaS environment in your application.
- Emphasize your communication skills and ability to handle high-pressure situations.
- Showcase any mentoring experience you have, as this role involves guiding junior team members.
Frequently Asked Questions
What is the work schedule for this hybrid role?
Employees are expected to work onsite in NYC from Tuesday to Thursday, with the option to work from home on Mondays and Fridays.
What tools and technologies should I be familiar with?
Experience with Zendesk, Looker, Postman, and scripting languages like Python or Bash is preferred.
