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Technical Support Associate II



IT, Customer Service
New York, NY, USA · Remote
Posted on Saturday, June 22, 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

We are seeking a Technical Support Associate candidate who possesses excellent communication, prioritization, and problem-solving skills. If you love to solve technical challenges in a lean and fast-moving environment, look no further!

What you’ll be doing

As the Technical Support Associate, 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.

As the Technical Support Associate, you will:

  • Triage, understand, and identify the client’s request(s) in a ticket.
  • Troubleshoot and resolve a vast array of client tickets, ranging from non-technical to highly complex technical cases.
  • Leverage multiple resources, including internal tools, and coalesce the information that is gleaned into an actionable solution for client requests.
  • Efficiently manage your ticket queues to comply with SLA policy and meet personal targets (agent metrics).
  • Recognize and escalate urgent issues, such as incidents, through appropriate channels.
  • Collaborate with various teams within the organization to drive resolutions for client requests.
  • Contribute to, and help maintain, a library of product documentation to facilitate ticket resolution.
  • Become an expert on Alloy’s products and educate both technical and non-technical audiences through multi-channel client interactions.
  • Schedule virtual calls, as requested, with clients to further troubleshoot an issue or to provide enablement on product features and functionality.
  • 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 is required).

Who we’re looking for

Alloy is looking for a results-driven individual passionate about innovative technologies in financial services.

  • You have 2 or more years of experience in a client-facing role providing technical support for a SaaS product.
  • You are familiar with and have used Zendesk as a Support ticketing tool.
  • You are able to internalize technical concepts and educate both technical and non-technical audiences.
  • You have previous working knowledge and/or experience with RESTful APIs and third-party integrations.
  • You have previous working knowledge in solving conditional logic problems containing multiple nested dependencies.
  • You have an aptitude for solving technical challenges, particularly those where your excellent troubleshooting skills are required.
  • You take an empathetic and patient approach in delivering technical support.
  • You possess outstanding interpersonal skills, both verbal and written, with real-world experience explaining complex concepts in a straightforward, clear way to clients who may have limited knowledge of the topic.
  • You demonstrate excellent organizational skills and thrive in a fast-paced environment with competing priorities.
  • Available to work: Monday - Friday: 8 AM - 5 PM or 9 AM - 6 PM EST.
  • Availability for weekend and holiday on-call coverage on a rotating basis.

Bonus points!

  • Experience in banking, fintech or a highly regulated industry is preferred.
  • CompTIA A+ or similar technical certification is the preferred.
  • Experience using troubleshooting tools such as OpenSearch and Postman.
  • Experience working within a fast-paced, 24x7, remotely-distributed hybrid organization.
  • Experience with business communication tools such as Slack, Notion and Google tools.

We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. 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, to foster openness and clarity. Finally, we work to administer our philosophy and drive consistency to promote equity and monitor the fairness of outcomes.

The following range is based on the scoped level within the organization and only for highly targeted geographies $72,000-$85,000

Benefits and 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
  • Learning & Development annual stipend
  • Well-being benefits include access to OneMedical, Headspace, and more

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.