What you'll be doingThe
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.
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- 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.
Cross-Functional Collaboration- 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.
Mentorship & Team Leadership- 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.
What we're looking for- 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.
Benefits and Perks- 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, UrbanSitter, and Spring Health
- 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.
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