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Technical Support Engineer II



IT, Customer Service
New York, NY, USA
Posted on Wednesday, May 8, 2024

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

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. As an entirely remote team, the Client Support team comes into our NYC office once per quarter.

Why we’re hiring

We are seeking a Technical Support Engineer candidate who possesses excellent communication, prioritization, and problem-solving skills. If you love to solve technical challenges in a lean and fast-moving environment, look no further!

What you’ll be doing

As the Technical Support Engineer, you will assist with our day-to-day support operations. This is a highly investigative role focused on owning and resolving multi-channel client requests and inquiries, including virtual calls and tickets.

As the Technical Support Engineer, your responsibilities include:

  • Troubleshooting: Provide deep technical troubleshooting for escalated issues that involve Alloy’s most technically complex or sensitive support situations. Isolate and identify problems and root causes that directly affect a customer’s usage of Alloy within the dashboard, SDK or API.
  • Analyzing: Use log analysis, system tools, and other sophisticated debugging methods to analyze problems and develop solutions to meet customer needs.
  • Interfacing to the engineering and product teams: Interact directly with engineering to resolve escalated issues or provide feedback on common customer problems to the product teams. This may include reproducing issues, verifying fixes, testing of workarounds. Work together to provide solutions to the customer.
  • Communications: Maintain clear, concise, and positive communication for all escalated issues in a timely and efficient manner including follow-ups with customers, team members, and engineers.
  • Documentation: Develop and maintain detailed collections of appropriate reference materials, including documentation, knowledge base articles and how-to guides, which translate complex product information into simple, polished, and engaging content.
  • Product Knowledge: Become knowledgeable in all of Alloy’s products, offerings, and integrations, and develop familiarity with the broader fintech industry by attending trainings or hosting your own trainings.

Who we’re looking for

Alloy is looking for a Technical Support Engineer to elevate our customer experience while handling the complex issues and escalations with care and empathy. The ideal candidate should have:

Desired Skills

  • 4+ years of experience in supporting complex, technical products with a strong desire to learn and help others as a Technical Support Engineer or similar role.
  • Efficiently manage your ticket queues to comply with SLA policies and meet team KPIs.
  • Hands-on, passionate and creative problem solver with the ability to lead clients to success.
  • Excellent customer escalation skills, ticket management skills, and communication skills (oral, written, and interpersonal) to address and drive escalated issues to success in a friendly manner.
  • Collaborate with various teams within the organization, such as Engineering and Product, to drive resolutions for client requests.
  • Experience with diagnosing complex issues using log analysis, reading codebases (Javascript), and navigating databases with SQL. The role does not require writing complex code, but may require writing SQL (PostgreSQL preferable), JQ, or regex.
  • Experience working with many integrations, RESTful APIs, and using tools like Postman to test API calls.
  • Contribute to, and help maintain, a library of technical product documentation to facilitate ticket resolution. You’re able to explain complex concepts in a straightforward, clear way to clients who may have limited knowledge of the topic whether it’s on paper, on a call with a client, or a training organized for your peers.
  • Ability to work and learn in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members.
  • Participate in an on-call rotation to ensure client expectations and SLAs are met.
  • Participate in quarterly company-wide and/or team-wide events (some travel may be required).
  • Availability to work in a designated shift: Monday - Friday: 11 AM - 8 PM EST
  • Availability for weeknight, weekend, and holiday on-call coverage on a rotating basis

Bonus points!

  • Experience working for another SaaS product.
  • Use codebases like Github to submit code reviews or troubleshoot an issue by reading code.
  • Support ticketing tools, such as Zendesk, to manage tickets and reply to customers.
  • Experience in banking, fintech or a highly regulated industry is preferred.
  • Experience working within a fast-paced, 24x7, remotely-distributed hybrid organization.
  • Experience with business communication tools such as Slack, Notion and Google tools.

The following range is based on the scoped level within the organization and only for NYC: $93k-109k OTE

At Alloy, we strive to attract and retain talent with a total rewards program that is competitive with other organizations of our size and stage. We are committed to ensuring each new team member has what they need to be successful in their role with a balanced range of compensation, equity, perks, and benefits. We actively share our philosophy with employees, with the goal of fostering openness and clarity. Finally, we work to administer our philosophy and drive consistency in order to promote equity and monitor the fairness of outcomes.

The following range is based on the scoped level within the organization and only for highly targeted geographies:

Benefits and Perks!

  • Unlimited PTO and flexible work policy
  • 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
  • Learning & Development annual stipend
  • Well-being benefits include access to OneMedical, Headspace, and more

How to Apply

Apply right here! You've found the application!

Alloy is proud to be an equal-opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.