Senior Technical Support Engineer

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.

The Support team at Alloy is a group of curious, collaborative, and technically skilled problem-solvers dedicated to helping our clients succeed. We partner closely with Product and Engineering, act as the voice of the customer, and play a critical role in driving continuous improvement across the company. We pride ourselves on our empathy, accountability, and deep product knowledge-and we're always looking for team members who care deeply about both technology and people.

The Senior Technical Support Engineer is a highly experienced support professional who thrives in a fast-paced, collaborative environment and operates with significant autonomy. This role is designed for individuals who lead complex, cross-functional escalations, design long-term solutions to recurring issues, and act as trusted advisors across the company.

As a senior member of the Support team, you'll represent Support in cross-departmental meetings, mentor junior team members, and lead key initiatives that improve team performance and the customer experience. You bring both strong technical expertise and a passion for solving real customer problems at scale.

- Lead high-priority or complex support issues, including those involving multiple teams or external partners.

- Serve as the escalation point for the Support team, confidently resolving edge cases and urgent matters.

- Deliver concise and empathetic customer communication, and guide others in effective customer-facing messaging.

- Participate in the team's on-call rotation , helping to support urgent customer issues outside of standard business hours.

- Demonstrate deep expertise across multiple areas of the Alloy platform, with the ability to troubleshoot 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.

- 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.

- 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.

- 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.

- Excellent verbal and written communication skills, especially under pressure.

- Experience working cross-functionally with Product and Engineering teams.

- Proven ability to mentor others and contribute to a strong team culture.

- Strong troubleshooting skills with APIs, logs, and developer tools.

- Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash.

- Previous participation in an on-call or incident response rotation.

Compensation for this role ranges from $105,000 - $125,000, as well as stock options.

- Hybrid work environment: NYC employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Friday most employees Zoom into work from home while some take advantage of the quieter office.