Senior Technical Support Engineer I
Alloy - New York City, NY
posted 2 days ago
About the position
Alloy is a leading provider of digital identity management and supports innovative FinTech companies and banks to manage KYC, AML, and other components of client onboarding. Alloy's single API enables its clients to access over 50 third party data sources in real-time to improve decision-making and streamline client experiences. We're backed by venture capital firms that have taken countless companies to IPO like Lightspeed Ventures, Canapi Ventures, Bessemer Venture Partners, Primary Venture Partners, Eniac Ventures, and others and well positioned to bring on incredibly talented individuals to help take us to the next level! The Senior Technical Support Engineer I (TSE) is crucial to ensuring Alloy's clients have an exceptional experience by resolving technical issues efficiently, providing solutions, and contributing the improvement of the Alloy product and Support processes. This role focuses on troubleshooting issues that range in complexity, crafting client-facing resources like Knowledge Base articles and Root Cause Analysis reports, and mentoring peers, all while demonstrating professionalism. By deepening product expertise and contributing the team during your tenure, the Senior Technical Support Engineer I plays an important role in meeting client needs and driving client satisfaction.
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.
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.
Nice-to-haves
- 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
- Hybrid work environment: our employees local to NYC are expected to work Tuesdays and Thursdays from our HQ in Union Square, Manhattan.
