Senior Technical Support Engineer I

Alloy is where you belong!

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. 

About the team

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. 

What you'll be doing

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.

Who we’re looking for

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