Technical Support Associate, Alloy
$72-85k
+Employee stock options
Identity verification for financial institutions.
Open for applications
Identity verification for financial institutions.
201-500 employees
Open for applications
$72-85k
+Employee stock options
201-500 employees
Company mission
We’re your unified platform for fraud management, identity decisions, and regulatory compliance.
Role
Who you are
- 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!
- 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
Desirable
- 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
What the job involves
- 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)
Our take
In recent years, there has been an enormous shift towards online banking, a trend that’s unlikely to turn around with surveys showing that more than half of US banking customers don’t intend to return to branches in person. The rise in digital onboarding has aroused concern about both the speed and labour of ID verification, as well as fraud potential. Alloy was built to help connect banks and fintech companies to more sources of KYC, AML and other compliance data.
The company's single API identity verification platform allows financial institutions to secure against the risk of fraud and misjudged risk decisions when onboarding new customers online. Alloy also helps to improve customer conversion through the compliance funnel and speed up previously manual back-office processes.
The company serves the burgeoning fintech market, a lucrative market with a 25% annual growth rate and already has notable clients in the form of Radius Bank and Aspiration. Alloy's main competition in the future will likely come from financial institutions themselves, who will have to decide on buying the company's solution or building their own in-house. Regardless, Alloy's global expansion efforts have created substantial growth opportunity.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
50% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2022
$52m
LATE VC
Sep 2021
$100m
SERIES C
Total funding: $207.8m
Company benefits
- 16 weeks of parental leave
- Premium medical, dental, vision, HSA, and FSA programs
- 401k with matching and immediate vesting & eligibility
- Commuter, health & wellness benefits
- $1,000 annual Learning and Development stipend
- Memorable team events and retreats
- Work from home opportunities
- Unlimited PTO
Company values
- Be Bold - Big challenges are what get us out of bed in the morning. We move mountains to innovate and solve problems with relentless energy and drive.
- Collaborate - Teamwork is paramount. We value it for the benefit of our peers and for the company as a whole.
- Get Scrappy - Creative thinking and determination will outmatch unlimited resources. It doesn’t matter what’s in the way—we’re ready to tackle tasks head on.
- Celebrate Differences - We leverage our individuality to enhance our ability as a team. An environment where everyone can do their best work and be their best selves results in smarter decisions and better performance.
Company HQ
Greenwich Village, New York, NY
Articles
Leadership
Tommy Nicholas
(Co-Founder & CEO)Founder of The City Swig. Software Developer of SHOCKOE.COM. Owner of Web/Mobile Freelancing. Most recently was Head of Product at Knox Payments.
Laura Spiekerman
(Co-Founder)Studied Political Science at Columbia. Early career as a Paralegal at Clayman & Rosenberg. Went on to become Director of Marketing at Kopo Kopo. Research/Investments Analyst at Imprint Capital Advisors. Became Head of Business Development & Strategic Partnerships at Knox Payments.
Charles Hearn
(Co-Founder & CTO)Studied Computer Science at University of Virginia. Independent Researcher at UVA Researcher for over a year. Mobile Lead & General Developer at The City Swig. Became Program Manager at Microsoft. Recently Lead Project Engineer at Knox Payments.
Salary benchmarks
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Diversity & Inclusion at Alloy
Faria Chaudhry (Senior Technical Recruiter)
- We want to create an inclusive workplace and build a team in which people from all backgrounds can bring their whole or best selves to work, share their voice, find a sense of belonging, and have equitable opportunities to thrive at Alloy.
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