Senior Technical Support Engineer II

Job Overview

Alloy is seeking a Senior Technical Support Engineer II to join their client success and solutions team in New York City. This role requires a highly experienced support professional to manage complex escalations, mentor junior staff, and contribute strategically to the support team’s performance. The ideal candidate is passionate about technology and dedicated to solving customer issues in a fast-paced environment.

Technical Requirements

Responsibilities

• • Lead high-priority or complex support issues
• • Serve as the escalation point for the Support team
• • Deliver concise and empathetic customer communication
• • Participate in the team’s on-call rotation
• • Demonstrate deep expertise across multiple areas of the Alloy platform
• • Design and implement solutions for recurring support issues
• • Contribute to internal tooling and documentation improvements
• • Represent the Support team in cross-functional meetings
• • Provide mentorship to junior and mid-level engineers
• • Lead by example in documentation and support operations

Technical Environment

Benefits & Perks

• • Unlimited PTO and flexible work policy
• • Employee stock options
• • Medical, dental, vision plans with HSA and FSA options
• • 401k with 100% match up to 4% of annual compensation
• • 16 weeks of paid parental leave
• • Home office stipend
• • Annual Learning & Development stipend
• • Well-being benefits including access to ClassPass and OneMedical