Remote opportunity at
AlloySenior Technical Support Engineer
Alloy is seeking a Senior Technical Support Engineer to join its team on a full-time basis with a remote status. Alloy specializes in identity risk solutions,…
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About This Role
Alloy is seeking a Senior Technical Support Engineer to join its team on a full-time basis with a remote status. Alloy specializes in identity risk solutions, helping financial institutions and fintech companies manage compliance, credit, and fraud risks. In this role, you will act as a senior escalation point for intricate technical tickets, mentor junior team members, and partner closely with Product and Engineering departments. The position suits an experienced…
Job Description
Alloy is seeking a Senior Technical Support Engineer to join its team on a full-time basis with a remote status. Alloy specializes in identity risk solutions, helping financial institutions and fintech companies manage compliance, credit, and fraud risks.
In this role, you will act as a senior escalation point for intricate technical tickets, mentor junior team members, and partner closely with Product and Engineering departments. The position suits an experienced support professional who can operate autonomously, drive cross-functional initiatives, and participate in an on-call rotation. Alloy provides compensation ranging from USD 90,000 to 110,000 per year.
Responsibilities
- Lead high-priority and complex support issues involving multiple teams or external partners
- Act as the primary escalation point for the Support team to resolve urgent matters and edge cases
- Communicate concisely and empathetically with customers while guiding others on effective messaging
- Take part in the team on-call rotation to address urgent customer problems outside of standard business hours
- Troubleshoot issues across the Alloy platform independently and design solutions for systemic problems
- Contribute to internal tooling and documentation enhancements based on customer feedback
- Represent the Support group in cross-functional meetings with Product and Engineering stakeholders
- Provide mentorship through buddy programs, onboarding, and coaching for junior and mid-level engineers
Requirements
- Minimum of 3 years of experience working in technical support
- Demonstrated ability to manage and resolve high-stakes or technically intricate issues
- Strong verbal and written communication skills under pressure
- Experience collaborating cross-functionally alongside Product and Engineering teams
- Proven background in mentoring others and supporting team culture
- Proficiency with troubleshooting APIs, developer tools, and logs
- Familiarity utilizing tools such as Zendesk, Looker, Postman, or scripting languages like Python or Bash
- Prior participation in an incident response or on-call rotation
Core Skills
Benefits
- Unlimited paid time off and a flexible work policy
- Employee stock options
- Medical, dental, and vision insurance plans including HSA with monthly employer contribution and FSA options
- 401k plan featuring a 100% match on up to 4 percent of annual employee compensation
- 16 weeks of paid parental leave for eligible new parents
- Home office stipend for new hires
- Annual Learning and Development stipend
- Well-being benefits providing access to Spring Health, ClassPass, OneMedical, and UrbanSitter
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Senior Technical Support Engineer position?
The salary ranges from USD 90,000 to 110,000 per year, and the compensation package also includes stock options.
What is the remote work policy for this job?
The job posting lists the position as remote.
How many years of experience are required?
Applicants must have at least 3 years of experience in technical support, preferably within a B2B SaaS environment.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.