Senior Technical Support Engineer I

Summary

Join Alloy, a leading provider of digital identity management, as a Senior Technical Support Engineer I! You will be responsible for resolving technical issues, creating client-facing resources, and mentoring peers. This role requires strong troubleshooting skills, excellent communication, and experience with APIs and SDKs. Alloy offers a competitive salary, equity awards, and a comprehensive benefits package including unlimited PTO, flexible work policy, and paid parental leave. We are looking for a passionate problem-solver who thrives in fast-paced environments and values continuous learning. If you are ready to make an immediate impact on a growing team, apply today!

Requirements

• 2-3 years of experience in technical support or customer-facing roles, with at least 2 years in a senior technical role
• Hands-on, passionate and creative problem solver with the ability to lead clients to success
• Excellent communication skills (oral, written, and interpersonal) to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
• 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 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 product suite, and participate in team initiatives

Responsibilities

• 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 an outstanding customer experience within established service level agreements (SLAs) to all clients, including our largest Enterprise partners
• Lead customer calls effectively, escalating issues appropriately when necessary
• Identify root causes and provide clear solutions for customer problems using logs, system tools, and debugging methods
• Expand product knowledge and technical skills through self-directed learning and embed program participation
• Contribute to client-facing Knowledge Base articles and internal documentation to fill knowledge gaps and provide clarity for recurring issues
• Write client-facing Root Cause Analyses (RCAs) for incident resolution
• Alloy operates on a 24/7 model. Ability to work a fixed shift that aligns to the hours of 9:00 AM to 6:00 PM ET and participate in on-call, which may include coverage outside of shift times (including holidays and weekends) is mandatory for this role

Preferred Qualifications

• Experience in fraud & compliance for financial institutions is preferred but not required
• Support ticketing tools, such as Zendesk

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