Senior Technical Support Engineer II

Join to apply for the Senior Technical Support Engineer II role at Alloy

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Join to apply for the Senior Technical Support Engineer II role at Alloy

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.

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.

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.

What You'll Be Doing

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 based in our New York office and 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.

Escalation Management & Complex Ticket Handling

• 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.

Technical Expertise & Strategic Contributions

Cross-Functional Collaboration

Mentorship & Team Leadership

Who We're Looking For

Nice to have

Travel

We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us?

Alloy is committed to fair and equitable compensation practices. Below is the anticipated starting base compensation range for this role; however, pay may vary depending on job-related knowledge, in-demand skills, relevant experience, and / or geography. In addition to a competitive base salary, this position is also eligible for equity awards in the form of stock options (ISOs) as well as a competitive total benefits package. Your recruiter will be happy to walk you through the details and what compensation could look like for you specifically!

This position has a salary range of $116,000 - $137,000 with additional variable compensation.

Benefits and Perks

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.

All Alloy jobs are listed on our careers page. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with an alloy.com email address. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information during the recruiting process. If you're ever unsure, please contact us directly via our website before sharing personal information.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

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