Technical Support Engineer, Alloy

• 5+ years of experience in enterprise technical support, professional services, or related customer-facing roles, with at least 2 years in a senior technical role
• Hands-on, passionate and creative problem solver with the ability to lead clients to success
• Excellent customer escalation management skills to handle escalated issues and work directly with engineering and product
• Experience with diagnosing complex issues using log analysis, codebases, and databases
• Experience working with many integrations, RESTful APIs, and using tools like Postman to test
• Excellent communication skills (oral, written, and interpersonal) to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
• Ability to write technical documents
• Experience with training and mentoring team-members
• Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members
• Willingness to travel, including occasionally internationally as needed, to visit clients or participate in quarterly company-wide and/or team-wide events
• Ability to work the shift time of 8:00 AM to 5:00 PM
• This role does require the ability to work on-call, which may include coverage outside of shift times, including holidays and weekends

Desirable

• Reporting to the Tier 2 Technical Support Manager, Alloy is looking for a Technical Support Engineer II to be first on the ground as we expand our foot print in the UK and is able to provide exceptional technical assistance
• 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
• Subject Matter Expert: Become an expert on at least one of Alloy’s products while engaging closely with the Product Manager and Engineering Team of the product. The Subject Matter Expert will help facilitate training on the product for new and existing employees, implement new-hire training, ensure updated documentation, and push for critical bug fixes or feature requests
• Mentor: Train peers and Support Specialists, or help train them to resolve support cases more effectively