📍 Job Overview

Job Title: Senior Technical Support Engineer I
Company: Alloy
Location: London, UK
Job Type: On-site
Category: Technical Support Engineer
Date Posted: 2025-06-19
Experience Level: 2-5 years
Remote Status: On-site (with on-call requirements)

🚀 Role Summary

Key Responsibilities: Manage and resolve support cases, diagnose complex issues, communicate effectively with clients, and contribute to product improvement.
Key Skills: Technical support, problem-solving, communication, customer management, REST APIs, SDKs, integrations, documentation, mentoring, and self-learning.
Nice to Have: Experience in fraud & compliance for financial institutions, support ticketing tools like Zendesk.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to manage and resolve complex client issues efficiently.

💻 Primary Responsibilities

Manage and Resolve Support Cases: 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 Outstanding Customer Experience: Meet service level agreements (SLAs) and provide exceptional support to all clients, including enterprise partners.
Lead Customer Calls: Effectively manage customer calls and escalate issues appropriately when necessary.
Identify Root Causes: Use logs, system tools, and debugging methods to identify root causes and provide clear solutions for customer problems.
Expand Product Knowledge: Continuously learn and improve technical skills through self-directed learning and embedded program participation.
Contribute to Documentation: Write client-facing Knowledge Base articles and internal documentation to fill knowledge gaps and provide clarity for recurring issues.
Write Root Cause Analyses (RCAs): Document incident resolution and provide clear explanations for customers.
On-Call Requirements: Work a fixed shift that aligns to the hours of 9:00 AM to 6:00 PM UK and participate in on-call rotations, which may include coverage outside of shift times (including holidays and weekends).

📝 Enhancement Note: This role requires strong problem-solving skills, as well as the ability to work well under pressure and manage multiple priorities effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).

Experience: 2-3 years of experience in technical support or customer-facing roles, with at least 2 years in a senior technical role.

Required Skills:

Proven ability to troubleshoot complex issues and communicate effectively with clients.
Excellent communication skills (oral, written, and interpersonal) to address customer concerns and provide feedback in a friendly, diplomatic, and empathetic way.
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 a 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 the product suite, and participate in team initiatives.

Preferred Skills:

Experience in fraud & compliance for financial institutions.
Experience with support ticketing tools, such as Zendesk.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of REST APIs, SDKs, and integrations through relevant projects or case studies.
Showcase problem-solving skills and the ability to diagnose complex issues using various tools and resources.
Highlight experience with creating client-facing documentation, such as Knowledge Base articles and RCAs.

Technical Documentation:

Provide examples of well-documented code, with clear comments and explanations.
Demonstrate familiarity with version control systems, deployment processes, and server configuration.
Showcase experience with testing methodologies, performance metrics, and optimization techniques.

📝 Enhancement Note: A strong portfolio will showcase the candidate's ability to manage and resolve complex client issues, as well as their understanding of Alloy's products and services.

💵 Compensation & Benefits

Salary Range: £60,000 - £80,000 per year (based on experience and market research for London, UK)

Benefits:

Unlimited holiday and flexible work policy
Pension with employee contribution
Up to 100% compensation for 16 weeks of parental leave
Home office stipend for new employees
Annual £900 learning & development stipend
Equity plan
Training programs to help foster growth (Alloy Foundations, Alloy Lead, etc.)

Working Hours: 40 hours per week, with on-call requirements outside of regular shift times (including holidays and weekends).

📝 Enhancement Note: The salary range provided is an estimate based on market research for London, UK, and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

Company Culture:

Industry: Fintech, focusing on digital identity management and client onboarding for financial institutions.
Company Size: Medium-sized (100-500 employees)
Founded: 2017

Team Structure:

The technical support team works closely with professional services, product, and engineering teams to resolve client issues and improve Alloy's products and services.
The team is responsible for managing and resolving support cases, contributing to knowledge sharing, and collaborating with cross-functional teams to deliver solutions that meet client needs.

Development Methodology:

The team uses Agile methodologies, with a focus on continuous improvement and collaboration.
Alloy operates on a 24/7 model, requiring team members to work fixed shifts and participate in on-call rotations.

Company Website: Alloy

📝 Enhancement Note: Alloy's culture values collaboration, continuous learning, and a strong commitment to customer satisfaction. The team works closely together to ensure that clients have an exceptional experience with Alloy's products and services.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer I (2-5 years of experience)

Reporting Structure: Reports directly to the Manager, Technical Support.

Technical Impact: Responsible for managing and resolving complex client issues, contributing to product improvement, and ensuring high levels of client satisfaction.

Growth Opportunities:

Technical Growth: Expand product knowledge and technical skills through self-directed learning and embedded program participation.
Leadership Development: Mentor peers and contribute to team initiatives to develop leadership skills and advance to a Senior Technical Support Engineer II or similar role.
Architecture Decisions: As the team grows, there may be opportunities to contribute to architectural decisions and drive product improvements.

📝 Enhancement Note: This role offers significant opportunities for growth and development within the technical support team and Alloy as a whole.

🌐 Work Environment

Office Type: On-site, with remote work options for some teams.

Office Location(s): London, UK

Workspace Context:

The technical support team works in an open, collaborative environment, with a focus on knowledge sharing and continuous learning.
Team members have access to multiple monitors, testing devices, and development tools to support their work.
The team interacts regularly with cross-functional teams, including professional services, product, and engineering, to deliver solutions that meet client needs.

Work Schedule: 40 hours per week, with on-call requirements outside of regular shift times (including holidays and weekends).

📝 Enhancement Note: Alloy's work environment fosters collaboration and continuous learning, with a strong focus on delivering exceptional client experiences.

📄 Application & Technical Interview Process

Interview Process:

Technical Phone Screen: Assess problem-solving skills, communication, and technical knowledge related to Alloy's products and services.
On-site Technical Assessment: Diagnose and resolve complex client issues using Alloy's tools and resources, and demonstrate the ability to work well under pressure.
Behavioral Interview: Evaluate communication skills, customer management, and teamwork, as well as cultural fit with Alloy's values.
Final Interview: Discuss the candidate's long-term career goals, as well as their fit for the role and the team.

Portfolio Review Tips:

Highlight relevant projects or case studies that demonstrate the ability to manage and resolve complex client issues.
Showcase strong problem-solving skills and the ability to diagnose complex issues using various tools and resources.
Provide examples of well-documented code, with clear comments and explanations.
Emphasize experience with creating client-facing documentation, such as Knowledge Base articles and RCAs.

Technical Challenge Preparation:

Brush up on REST APIs, SDKs, and integrations, as well as relevant tools and resources like Postman, log analysis, codebases, and databases.
Practice diagnosing complex issues and providing clear, concise solutions.
Familiarize yourself with Alloy's products and services, as well as the company's values and culture.

ATS Keywords:

Technical Support
Problem Solving
Communication
Customer Management
REST APIs
SDKs
Integrations
Documentation
Mentoring
Self-Learning
Fintech
Digital Identity Management
Client Onboarding
Agile Methodologies
On-Call Rotations

📝 Enhancement Note: Alloy's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit with the company's values and culture.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Alloy's products and services are accessed through a web-based dashboard, with a focus on user experience and ease of use.
The team uses modern web development frameworks and tools to ensure that the dashboard is responsive, accessible, and performant.

Backend & Server Technologies:

Alloy's backend is built using modern server-side technologies, with a focus on scalability, security, and performance.
The team uses cloud-based infrastructure to ensure that Alloy's products and services are available 24/7.

Development & DevOps Tools:

Alloy uses version control systems, CI/CD pipelines, and automated deployment tools to ensure that changes are deployed quickly and reliably.
The team uses monitoring tools to track web performance, server health, and other critical metrics.

📝 Enhancement Note: Alloy's technology stack is designed to ensure that the company's products and services are scalable, secure, and performant, with a focus on delivering exceptional client experiences.

👥 Team Culture & Values

Web Development Values:

Be Bold: Alloy values team members who take initiative and drive innovation in the technical support team and across the company.
Get Scrappy: Alloy appreciates team members who find creative solutions to complex problems and go above and beyond to deliver exceptional client experiences.
Collaborate: Alloy fosters a culture of collaboration and knowledge sharing, with a focus on working together to achieve common goals.
Celebrate Our Differences: Alloy values diversity and inclusion, and recognizes that different perspectives and backgrounds enrich the team and drive innovation.

Collaboration Style:

The technical support team works closely with cross-functional teams, including professional services, product, and engineering, to deliver solutions that meet client needs.
The team uses Agile methodologies to ensure that work is organized and prioritized effectively, with a focus on continuous improvement and collaboration.
Alloy values knowledge sharing and mentoring, with a focus on helping team members grow and develop their skills.

📝 Enhancement Note: Alloy's culture values collaboration, continuous learning, and a strong commitment to customer satisfaction. The team works closely together to ensure that clients have an exceptional experience with Alloy's products and services.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Diagnose and resolve complex client issues using various tools and resources, with a focus on providing clear, concise solutions.
Performance Optimization: Identify and address performance bottlenecks and optimize Alloy's products and services for scalability and security.
User Experience Enhancement: Collaborate with cross-functional teams to improve the user experience and ensure that Alloy's products and services meet client needs.

Learning & Development Opportunities:

Technical Skill Development: Expand product knowledge and technical skills through self-directed learning and embedded program participation.
Conference Attendance: Attend industry conferences and events to stay up-to-date with the latest trends and best practices in technical support and digital identity management.
Mentorship and Leadership Development: Mentor peers and contribute to team initiatives to develop leadership skills and advance to a Senior Technical Support Engineer II or similar role.

📝 Enhancement Note: Alloy offers significant opportunities for growth and development within the technical support team and across the company.

💡 Interview Preparation

Technical Questions:

REST APIs, SDKs, and Integrations: Describe your experience with REST APIs, SDKs, and integrations, and provide examples of how you have used them to diagnose and resolve complex client issues.
Problem-Solving: Walk through a complex issue you have faced in a previous role and explain how you diagnosed and resolved it using various tools and resources.
Communication: Describe a challenging client interaction and explain how you handled it, ensuring that the client felt valued and supported throughout the process.

Company & Culture Questions:

Alloy's Products and Services: Explain how you understand Alloy's products and services, and how you would use them to manage and resolve complex client issues.
Agile Methodologies: Describe your experience with Agile methodologies, and explain how you would use them to manage and prioritize work within the technical support team.
Client Experience: Explain how you would ensure that clients have an exceptional experience with Alloy's products and services, and how you would handle feedback and escalations.

Portfolio Presentation Strategy:

Relevant Projects: Highlight relevant projects or case studies that demonstrate your ability to manage and resolve complex client issues, as well as your understanding of Alloy's products and services.
Problem-Solving Skills: Showcase your problem-solving skills and the ability to diagnose complex issues using various tools and resources.
Communication Skills: Emphasize your excellent communication skills and the ability to provide clear, concise solutions to complex client issues.

📝 Enhancement Note: Alloy's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit with the company's values and culture.

📌 Application Steps

To apply for this Senior Technical Support Engineer I position at Alloy:

Customize Your Portfolio: Highlight relevant projects or case studies that demonstrate your ability to manage and resolve complex client issues, as well as your understanding of Alloy's products and services.
Tailor Your Resume: Emphasize your technical skills, problem-solving abilities, and experience with REST APIs, SDKs, and integrations.
Prepare for Technical Interviews: Brush up on your technical knowledge and practice diagnosing and resolving complex client issues using various tools and resources.
Research Alloy: Familiarize yourself with Alloy's products and services, as well as the company's values and culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Technical Support Engineer I