📍 Job Overview

Job Title: Senior Technical Support Engineer II
Company: Alloy
Location: New York, NY, United States
Job Type: Hybrid (In-office, 2 days per week)
Category: Technical Support, Customer Success
Date Posted: 2025-06-20
Experience Level: Mid-Senior (3+ years)
Remote Status: On-site (New York, NY)

🚀 Role Summary

Lead complex support issues and drive continuous improvement across Alloy's identity risk management platform
Collaborate cross-functionally with Product and Engineering teams to influence roadmap and product quality
Mentor junior team members and foster a culture of ownership and technical curiosity
Design long-term solutions for recurring issues and act as a trusted advisor across the company

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to thrive in a fast-paced, collaborative environment with significant autonomy.

💻 Primary Responsibilities

Escalation Management & Complex Ticket Handling:
- Lead high-priority or complex support issues involving multiple teams or external partners
- Serve as the escalation point for the Support team, resolving edge cases and urgent matters
- Deliver concise and empathetic customer communication, guiding others in effective messaging
- Participate in the on-call rotation, supporting urgent customer issues outside of standard business hours
Technical Expertise & Strategic Contributions:
- Demonstrate deep expertise across multiple areas of the Alloy platform, troubleshooting 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
Cross-Functional Collaboration:
- 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
Mentorship & Team Leadership:
- 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

📝 Enhancement Note: This role requires a balance of strong technical expertise and exceptional communication skills to effectively manage complex escalations and drive team-wide improvements.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 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.

Required Skills:

Excellent verbal and written communication skills, especially under pressure
Strong problem-solving skills and analytical mindset
Proven ability to work cross-functionally with Product and Engineering teams
Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash (nice to have)
Background in fintech, banking, compliance, or adjacent technical domains (nice to have)
Experience using APIs, logs, and developer tools for troubleshooting (nice to have)

Preferred Skills:

Previous participation in an on-call or incident response rotation
Familiarity with identity risk management, fraud detection, or related domains

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: $116,000 - $137,000 per year, with additional variable compensation

Benefits:

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, and Spring Health

Working Hours: Full-time (40 hours/week), with a hybrid work environment (in-office 2 days per week)

📝 Enhancement Note: The salary range provided is based on Alloy's compensation philosophy and market data for similar roles in the New York City area. Final compensation will be determined based on job-related knowledge, in-demand skills, relevant experience, and/or geography.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech - Identity risk management and fraud detection

Company Size: Medium-sized (201-500 employees)

Founded: 2015

Team Structure:

Support team of 20+ members, with a dedicated focus on customer success and technical problem-solving
Collaborative cross-functional work with Product, Engineering, and other internal teams
Flat hierarchy with opportunities for mentorship and growth

Development Methodology:

Agile/Scrum methodologies with bi-weekly sprint planning and regular retrospectives
Code review, testing, and quality assurance practices to ensure high product quality
CI/CD pipelines and automated deployment processes for efficient release management

Company Website: Alloy

📝 Enhancement Note: Alloy's company culture is characterized by a strong focus on collaboration, continuous learning, and customer-centric problem-solving. This is reflected in the team structure, development methodologies, and overall approach to customer success.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level, with opportunities for growth into team leadership, management, or specialized technical roles

Reporting Structure: Directly reports to the Director of Support, with close collaboration with Product and Engineering leadership

Technical Impact: Significant influence on product quality, customer experience, and support team performance. Drives continuous improvement across the company's identity risk management platform

Growth Opportunities:

Team Leadership: Mentor junior team members and take on additional responsibilities to drive team-wide improvements and initiatives
Technical Specialization: Develop expertise in specific areas of the Alloy platform or adjacent technical domains, such as identity verification, fraud detection, or compliance
Management Track: Transition into a management role, overseeing a team of support engineers and driving strategic initiatives to enhance customer success and technical support operations

📝 Enhancement Note: Alloy's growth opportunities are tailored to each individual's strengths, interests, and career aspirations. The company fosters a culture of continuous learning and encourages employees to explore new challenges and responsibilities.

🌐 Work Environment

Office Type: Hybrid work environment, with employees local to NYC expected to work on-site twice a week (Tuesdays and Thursdays)

Office Location(s): New York City, with additional offices in San Francisco, CA, and Salt Lake City, UT

Workspace Context:

Collaborative workspace with dedicated support team areas and shared spaces for cross-functional collaboration
Access to relevant tools, resources, and technology for effective problem-solving and customer communication
Regular team-building activities and company events to foster a strong, connected team culture

Work Schedule: Full-time (40 hours/week), with a hybrid work environment (in-office 2 days per week)

📝 Enhancement Note: Alloy's work environment is designed to balance collaboration and focus, with dedicated support team areas and shared spaces for cross-functional collaboration. The hybrid work schedule allows for both in-office collaboration and remote work flexibility.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to discuss your background, experience, and motivation for the role (30 minutes)
Technical Deep Dive: A detailed conversation focused on your technical expertise, problem-solving skills, and approach to support (60 minutes)
Behavioral & Cultural Fit: An in-depth discussion to assess your communication skills, teamwork, and cultural alignment with Alloy's values (60 minutes)
Final Review: A meeting with the hiring manager or a senior member of the Support team to discuss your fit for the role and answer any remaining questions (30 minutes)

Portfolio Review Tips: (Not Applicable - This role does not require a portfolio submission)

Technical Challenge Preparation:

Brush up on your technical support skills, with a focus on problem-solving, troubleshooting, and customer communication
Familiarize yourself with Alloy's identity risk management platform and key features
Prepare for behavioral questions that assess your approach to complex escalations, team collaboration, and customer success

ATS Keywords: (Not Applicable - This role does not require a portfolio submission)

📝 Enhancement Note: Alloy's interview process is designed to assess your technical expertise, problem-solving skills, and cultural fit. The process is tailored to the role and company, with a focus on finding the best fit for both the candidate and the team.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Zendesk (ticketing and customer communication)
Looker (data visualization and business intelligence)
Postman (API testing and development)
Scripting languages: Python, Bash (nice to have)

Alloy Platform:

Identity verification and fraud detection tools
Compliance and risk management solutions
APIs and SDKs for seamless integration with partner systems

📝 Enhancement Note: Alloy's technology stack is tailored to the identity risk management and fraud detection domains. The platform is designed to be flexible, scalable, and easily integrated with partner systems.

👥 Team Culture & Values

Web Development Values:

Be Bold: Take ownership of complex escalations and drive continuous improvement across the Alloy platform
Get Scrappy: Find creative solutions to recurring issues and systemic support challenges
Collaborate: Work closely with Product, Engineering, and other internal teams to enhance customer success and product quality
Celebrate Our Differences: Foster a diverse and inclusive team culture that values unique perspectives and experiences

Collaboration Style:

Cross-functional integration between developers, designers, and stakeholders
Code review culture and peer programming practices to ensure high product quality
Knowledge sharing, technical mentoring, and continuous learning to drive team-wide improvements

📝 Enhancement Note: Alloy's team culture is characterized by a strong focus on collaboration, continuous learning, and customer-centric problem-solving. The company values a diverse and inclusive team that celebrates unique perspectives and experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Escalation Management: Lead complex, high-priority issues involving multiple teams or external partners, requiring strong technical expertise and exceptional communication skills
Technical Expertise: Demonstrate deep proficiency across multiple areas of the Alloy platform, with the ability to troubleshoot issues independently and design long-term solutions for recurring problems
Customer Communication: Deliver concise, empathetic, and actionable customer communication, guiding others in effective messaging and problem-solving strategies
Incident Response: Participate in the on-call rotation, supporting urgent customer issues outside of standard business hours and collaborating with cross-functional teams to resolve critical incidents

Learning & Development Opportunities:

Technical Specialization: Develop expertise in specific areas of the Alloy platform or adjacent technical domains, such as identity verification, fraud detection, or compliance
Leadership Development: Mentor junior team members and take on additional responsibilities to drive team-wide improvements and initiatives, fostering a culture of ownership and continuous learning
Company-Specific Training: Participate in Alloy's learning and development programs, including workshops, webinars, and external training opportunities to enhance your skills and advance your career

📝 Enhancement Note: Alloy's challenges and growth opportunities are tailored to each individual's strengths, interests, and career aspirations. The company fosters a culture of continuous learning and encourages employees to explore new challenges and responsibilities.

💡 Interview Preparation

Technical Questions:

Escalation Management: Describe your experience handling complex, high-priority issues and how you approach escalation management in a fast-paced, collaborative environment
Technical Expertise: Discuss your proficiency with relevant support tools, such as Zendesk, Looker, Postman, and scripting languages like Python or Bash
Problem-Solving: Walk through a real-life example of a complex support issue you've resolved, highlighting your approach to troubleshooting, communication, and collaboration

Company & Culture Questions:

Team Dynamics: Explain how you've worked effectively in a cross-functional team, collaborating with Product, Engineering, and other internal stakeholders to drive customer success and product quality
Adaptability: Describe a situation where you had to adapt quickly to a significant change or challenge, and how you approached it
Customer Focus: Discuss your approach to customer communication, empathy, and understanding customer needs in a technical support role

Portfolio Presentation Strategy: (Not Applicable - This role does not require a portfolio submission)

📝 Enhancement Note: Alloy's interview process is designed to assess your technical expertise, problem-solving skills, and cultural fit. The process is tailored to the role and company, with a focus on finding the best fit for both the candidate and the team.

📌 Application Steps

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

Review the Job Description: Thoroughly read and understand the job description, highlighting key responsibilities, required skills, and qualifications
Tailor Your Resume: Customize your resume to emphasize relevant experience, skills, and achievements that match the role's requirements
Prepare for the Interview: Familiarize yourself with Alloy's identity risk management platform, key features, and company culture. Practice common interview questions and develop thoughtful responses that showcase your technical expertise, problem-solving skills, and cultural fit
Apply: Submit your application through the application link provided on the job listing

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

Senior Technical Support Engineer II