Senior Technical Support Engineer II

Job Overview

Alloy is seeking a Senior Technical Support Engineer II who will thrive in a fast-paced, collaborative environment while operating with significant autonomy. You will lead complex, cross-functional escalations and design long-term solutions to recurring issues, serving as a trusted advisor across the company. This role requires strong technical expertise and a passion for solving real customer problems at scale, while also mentoring junior team members and improving team performance and customer experience.

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.
• • Design and implement solutions for recurring or systemic support issues.
• • Contribute to internal tooling and documentation improvements based on customer pain points.
• • Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders.
• • Provide mentorship to junior and mid-level engineers through onboarding, buddy programs, and informal coaching.

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
• • Home office stipend for new employees
• • Annual Learning & Development stipend
• • Well-being benefits including access to ClassPass, OneMedical, and Spring Health