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 is pivotal in managing complex support issues, mentoring junior staff, and collaborating with various departments to enhance the customer experience. The ideal candidate will thrive in a fast-paced environment, exhibiting strong technical expertise and a passion for problem-solving.

Technical Requirements

Responsibilities

• • 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.
• • Mentor junior and mid-level engineers through onboarding and informal coaching.
• • Design and implement solutions for recurring or systemic support issues.
• • Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders.

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 employee compensation
• • 16 weeks of paid parental leave for eligible new parents
• • Home office stipend for new employees
• • Annual Learning & Development stipend
• • Well-being benefits including ClassPass, OneMedical, and Spring Health