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Technical Support Engineer II



IT, Customer Service
London, UK
Posted on Tuesday, May 7, 2024

Alloy is where you belong!

Alloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks 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, Get Scrappy, 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.

Why we're hiring

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.

What you’ll be doing

  • 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.

Who we’re looking for

  • 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.

Preferred but not required:

  • Previous experience as an senior-level Technical Support Engineer or Technical Account Manager in fast-paced environments.
  • Proficiency of SQL and in backend languages such as Node.js.
  • Familiarity with front-end web development languages (JavaScript, HTML/CSS, frontend frameworks - React) to assist in troubleshooting and providing support for client applications.
  • Use codebases like Github to submit code reviews or troubleshoot an issue.
  • Support ticketing tools, such as Zendesk.

We're a lean team, so your impact will be felt immediately and opportunities for growth are abundant at our scaling company. If this all sounds like a good fit for you, why not join us?

At Alloy, we strive to attract and retain talent with a total rewards program that is competitive with other organizations of our size and stage. We are committed to ensuring each new team member has what they need to be successful in their role with a balanced range of compensation, equity, perks, and benefits. We actively share our philosophy with employees, with the goal of fostering openness and clarity. Finally, we work to administer our philosophy and drive consistency in order to promote equity and monitor the fairness of outcomes.

Benefits and Perks

  • Unlimited holiday and flexible work policy
  • Pension with employee contribution
  • Up to 100% compensation for 16 weeks of parental leave
  • Home office stipend for new employees
  • Annual £900 learning & development stipend
  • Equity plan
  • Uncapped commissions
  • Training programs to help foster growth (Alloy Foundations, Alloy Lead, Etc.)

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.