Senior Technical Support Engineer

Job Overview

Alloy is where you belong! 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.

Job Description

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 .

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. 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.

Key Responsibilities

• About the team The Support team at Alloy is a group of curious, collaborative, and technically skilled problem-solvers dedicated to helping our clients succeed.
• What you’ll be doing 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.
• Escalation Management & Complex Ticket Handling 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.

Required Skills and Qualifications

• About the team The Support team at Alloy is a group of curious, collaborative, and technically skilled problem-solvers dedicated to helping our clients succeed.
• 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.
• What you’ll be doing The Senior Technical Support Engineer is a highly experienced support professional who thrives in a fast-paced, collaborative environment and operates with significant autonomy.
• 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.
• What we’re looking for 3+ years of experience in technical support, ideally in a B2B SaaS environment.
• Excellent verbal and written communication skills, especially under pressure.
• Experience working cross-functionally with Product and Engineering teams.
• Strong troubleshooting skills with APIs, logs, and developer tools.

Benefits and Perks

• Benefits and Perks 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Alloy is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.