Technical Support Engineer II

Summary

Join Alloy, a leading identity risk solution provider for financial institutions, as a Technical Support Engineer II! You will play a crucial role in ensuring exceptional client experiences by resolving technical issues, crafting client-facing resources, and contributing to product and support process improvements. This position requires strong troubleshooting, communication, and problem-solving skills. You will work collaboratively with cross-functional teams and contribute to knowledge sharing. Alloy offers a competitive compensation and benefits package, including a flexible work policy, unlimited PTO, and comprehensive health and wellness benefits. The role involves working a fixed shift and participating in on-call rotations. If you thrive in fast-paced environments and value continuous learning, this is the ideal opportunity for you.

Requirements

• 1-2 years of experience in technical support or customer-facing roles
• 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 drive self-learning to remain an expert on product suite, and participate in team initiatives
• Ability to work a fixed shift that aligns to the hours of 12 PM - 9:00 PM PT (3 PM - 12:00 AM ET) and participate in on-call, which may include coverage outside of shift times, including holidays and weekends is mandatory for this role

Responsibilities

• Diagnose and resolve customer issues related to Alloy’s dashboard, SDKs, 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
• Manage and resolve support cases using our ticketing system, Zendesk, contributing to knowledge sharing, and collaborating with teams across Professional Services, Product, and Engineering
• Leverage your technical skills, problem solving skills, written skills, and verbal skills to resolve customer issues and build customer trust with professionalism and empathy

Preferred Qualifications

• Experience in fraud & compliance for financial institutions
• 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