Senior Technical Support Engineer

Alloy

. Lead high-priority or complex support issues involving multiple teams or external partners .

Posted 10/6/2026full-timeNew York City • New York • United StatesSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support within a B2B SaaS environment, with strong troubleshooting skills in APIs and logs. Capable of leading cross-functional initiatives, mentoring team members, and delivering effective customer communication.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsCross-Functional CollaborationMentoring AbilityCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingAPIsLogsScripting LanguagesPythonBash

Soft Skills

Empathetic CommunicationTeam Culture ContributionOwnershipTechnical Curiosity

Tools & Technologies

ZendeskLookerPostman

Industry Keywords

B2B SaaSOn-Call RotationIncident ResponseCustomer FeedbackInternal Testing

Tech Stack

Tools & technologies

Python

About the role

Key responsibilities & impact

Lead high-priority or complex support issues involving multiple teams or external partners
Serve as the Support team’s escalation point, resolving edge cases and urgent matters
Deliver concise, empathetic customer communication and guide others in customer-facing messaging
Participate in the on-call rotation for urgent customer issues outside standard business hours
Troubleshoot issues independently across multiple areas of the Alloy platform
Design and implement solutions for recurring or systemic support issues
Improve internal tooling and documentation based on customer pain points
Participate in product betas, incident reviews, and internal testing
Represent Support in cross-functional meetings with Product, Engineering, and internal stakeholders
Influence roadmap and product quality discussions with data-driven customer feedback
Improve processes, suggest tooling enhancements, and drive team-wide initiatives
Mentor junior and mid-level engineers through onboarding, buddy programs, and informal coaching
Promote ownership, technical curiosity, and continuous improvement
Lead by example in documentation, incident participation, and support operations

Requirements

What you’ll need

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

Benefits

Comp & 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
Tasty lunches catered from a variety of local restaurants
Frequent employee-organized cultural events