Technical Support Engineer II
May 8
🏢 In-office - Manhattan
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Description
• As the Technical Support Engineer, you will assist with our day-to-day support operations. This is a highly investigative role focused on owning and resolving multi-channel client requests and inquiries, including virtual calls and tickets. • Troubleshooting: Provide deep technical troubleshooting for escalated issues that involve Alloy’s most technically complex or sensitive support situations. Isolate and identify problems and root causes that directly affect a customer’s usage of Alloy within the dashboard, SDK or API. • Analyzing: Use log analysis, system tools, and other sophisticated debugging methods to analyze problems and develop solutions to meet customer needs. • Interfacing to the engineering and product teams: Interact directly with engineering to resolve escalated issues or provide feedback on common customer problems to the product teams. This may include reproducing issues, verifying fixes, testing of workarounds. Work together to provide solutions to the customer. • Communications: Maintain clear, concise, and positive communication for all escalated issues in a timely and efficient manner including follow-ups with customers, team members, and engineers. • Documentation: Develop and maintain detailed collections of appropriate reference materials, including documentation, knowledge base articles and how-to guides, which translate complex product information into simple, polished, and engaging content. • Product Knowledge: Become knowledgeable in all of Alloy’s products, offerings, and integrations, and develop familiarity with the broader fintech industry by attending trainings or hosting your own trainings.
Requirements
• 4+ years of experience in supporting complex, technical products with a strong desire to learn and help others as a Technical Support Engineer or similar role. • Efficiently manage your ticket queues to comply with SLA policies and meet team KPIs. • Hands-on, passionate and creative problem solver with the ability to lead clients to success. • Excellent customer escalation skills, ticket management skills, and communication skills (oral, written, and interpersonal) to address and drive escalated issues to success in a friendly manner. • Collaborate with various teams within the organization, such as Engineering and Product, to drive resolutions for client requests. • Experience with diagnosing complex issues using log analysis, reading codebases (Javascript), and navigating databases with SQL. The role does not require writing complex code, but may require writing SQL (PostgreSQL preferable), JQ, or regex. • Experience working with many integrations, RESTful APIs, and using tools like Postman to test API calls. • Contribute to, and help maintain, a library of technical product documentation to facilitate ticket resolution. You’re able to explain complex concepts in a straightforward, clear way to clients who may have limited knowledge of the topic whether it’s on paper, on a call with a client, or a training organized for your peers. • Ability to work and learn in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members. • Participate in an on-call rotation to ensure client expectations and SLAs are met. • Participate in quarterly company-wide and/or team-wide events (some travel may be required). • Availability to work in a designated shift: Monday - Friday: 11 AM - 8 PM EST • Availability for weeknight, weekend, and holiday on-call coverage on a rotating basis
Benefits
• Unlimited PTO and flexible work policy • 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 • Learning & Development annual stipend • Well-being benefits include access to OneMedical, Headspace, and more
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