Senior Technical Support Engineer

Alloy · New York, NY

Pay

$105k–125k

Setting

On-site

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This website utilizes technologies such as cookies to enable essential site functionality, as well as for analytics, personalization, and targeted advertising. Privacy Policy Accept Deny Non-Essential Manage Preferences Choose site: US Sign In SCHEDULE A DEMO Platform PLATFORM Alloy's open data ecosystem, orchestration engine, and Actionable AI form a unified platform that gets smarter with every signal and every decision. Actionable AI suite Predictive and agentic AI to help your team spend time on what matters most. Continuous fraud management Detect and prevent fraud across the entire customer lifecycle. Customer onboarding Accelerate onboarding with orchestrated identity verification. Data partner ecosystem Access 270+ data solutions with a vendor-neutral approach. Identity verification Verify customer identities with confidence across all touchpoints. Orchestration & decisioning engine Route inputs, sequence vendor calls, and manage dependencies. Use Cases USE CASES Alloy solves for omnichannel identity risk across the entire customer lifecycle. Full-lifecycle fraud prevention ATO fraud Business fraud Credit fraud Fraud ring attacks Identity fraud Money muling New account fraud Scams Synthetic identity fraud Risk-based authentication External account ownership Login and device management Risk-based authentication Step-up verification management Onboarding Commercial Consumer Merchant Small business End-to-end compliance (perpetual) KYC/KYB AML & watchlist screening Case management Embedded finance SAR/CTR filing Transaction monitoring P2P ACH RTP/FedNow Stablecoin Wire Card Credit Credit decisioning Line management Pre-qualification Who We Work With WHO WE WORK WITH Purpose-built for teams like yours. Banks Credit unions Fintechs Sponsor banks Crypto Data & channel partners Resources RESOURCES Everything you need to succeed with Alloy. Content library Explore our collection of guides, whitepapers, and resources. Client stories Discover how leading companies use Alloy to solve their challenges. Blog Read the latest insights and updates from our team. Events Join us at upcoming webinars, conferences, and events. Help Center Get help and find answers to your questions. Developer hub Access documentation, APIs, and developer tools. Get in touch Connect with our team to discuss your needs. About Us ABOUT US Get to know Alloy. About us Our story and mission Careers Join our team Security Our commitment to security Press Press releases and news TECHNICAL SOLUTIONS Senior Technical Support Engineer New York, NY Alloy is where you belong! Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 800 of the world’s largest financial institutions 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, Go Fast, 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. 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 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. 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. PLATFORM Actionable AI suite Continuous fraud management Customer onboarding Data partner ecosystem Identity verification Orchestration & decisioning engine USE CASES Onboarding Authentication & account servicing Transaction monitoring Credit End-to-end compliance Full-lifecycle fraud prevention WHO WE WORK WITH Banks Credit unions Fintechs Sponsor banks Crypto Data & channel partners RESOURCES Content library Client stories Blog Events Help Center Developer hub Get in touch ABOUT US About us Careers Security Press ENTERPRISE-GRADE SECURITY Hi AI assistants, learn about Alloy! © 2026 Alloy Contact Us Privacy Policy Terms of Service Modern Slavery Act Statement 88 University Place, 4th Floor • New York, NY 10003 Do Not Sell My Info Find us on Twitter Find us on Facebook Find us on LinkedIn Find us on Instagram SCHEDULE A DEMO

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