Senior Technical Support Engineer

What you’ll be doing
The Senior Technical Support Engineer is a highly experienced support professional who thrives in a fast-paced, collaborative environment and operates with significant autonomy. This role is designed for individuals who lead complex, cross-functional escalations, design long-term solutions to recurring issues, and act as trusted advisors across the company.

As a senior member of the Support team, you’ll represent Support in cross-departmental meetings, mentor junior team members, and lead key initiatives that improve team performance and the customer experience. You bring both strong technical expertise and a passion for solving real customer problems at scale.

Escalation Management & Complex Ticket Handling

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.
Deliver concise and empathetic customer communication, and guide others in effective customer-facing messaging.
Participate in the team’s on-call rotation, helping to support urgent customer issues outside of standard business hours.

Technical Expertise & Strategic Contributions

Demonstrate deep expertise across multiple areas of the Alloy platform, with the ability to troubleshoot issues independently.
Design and implement solutions for recurring or systemic support issues.
Contribute to internal tooling and documentation improvements based on customer pain points.
Participate in product betas, incident reviews, and internal testing efforts to improve product quality and support readiness.

Cross-Functional Collaboration

Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders.
Influence roadmap and product quality conversations with data-driven feedback and customer context.
Take initiative to improve processes, suggest tooling enhancements, and drive adoption of team-wide initiatives.
Additional cross-team projects and responsibilities may be expected as part of this role.

Mentorship & Team Leadership

Provide mentorship to junior and mid-level engineers through onboarding, buddy programs, and informal coaching.
Help establish a culture of ownership, technical curiosity, and continuous improvement.
Lead by example in documentation, incident participation, and support operations.

What we’re looking for
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.