Escalation Specialist

Alloy.co

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/29/2021
  • Website: alloy.co
  • Company Address: 41 Elizabeth St #500, New York, NY, 10013

About Alloy.co

Alloy is a service for reducing false positives during the KYC process. Alloy’s API and dashboard helps financial institutions integrate multiple sources of data and custom CIP rules to both increase the number of customers that can be successfully onboarded without manual review and improve transparency and efficiency into the process.

Job Description

As an Escalation Specialist, you will:

  • Troubleshoot: 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 customer usage of Alloy
  • Analyze: Use log analysis, system tools, and other sophisticated debugging methods to analyze problems and develop solutions to meet customer needs
  • Interface to the engineering group: Interact directly with engineering to resolve escalated issues. Reproduction and verification of such issues and test fixes or workarounds. Work together to provide solutions to the customer which may include new release support
  • Interface to the product group: Provide customer feedback to the product group, regarding common problems. Suggest improvements to the product which may include changes to the design of the product, better documentation or new features
  • 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
  • Proactive Initiatives: Develop proactive initiatives to reduce number of tickets and escalations via supportability/serviceability reviews, front and backend automations and new product introduction training to colleagues and customers
  • Product Knowledge: Become an expert in all of Alloy’s products, offerings, and integrations, and develop familiarity with the broader fFntech industry
  • Mentor: Train Support Specialists and help them resolve support cases more effectively. Provide documentation and guides to analyze and troubleshoot common issues.

Who we’re looking for

Reporting to the VP of Client Success and Solutions, Alloy is looking for an Escalation Engineer with 4+ years experience supporting complex technical products with a strong desire to help others.

  • Hands-on, passionate and creative problem solver with the ability to lead clients to success
  • Ability to handle escalated issues and work directly with engineering and product
  • Ability to diagnose complex issues using log analysis and code reviews
  • Excellent communication (both oral, written, and interpersonal) and customer escalation management skills
  • Ability to write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, knowledge base articles, etc.)
  • Experience as a team leader or mentor, hands-on experience in mentoring, staff development or team building
  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members

Preferred but not required:

  • Experience / understanding in one or more of the following areas:
    • Backend languages (Node.js, Python)
    • Web development (JavaScript, HTML/CSS, frontend frameworks - React)
    • REST APIs
    • SQL

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?

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.

Benefits and Perks

  • Unlimited PTO and we are remote until 2021 (or until there's a vaccine)
  • Company Paid Benefits (Medical, Dental, Vision)
  • 401k with 100% match up to 4% 
  • $500 to just set up your WFH space - a one time thing 
  • Monthly Commuter Budget 
  • Monthly stipend for groceries from Public Goods 
  • Monthly food allowance for Seamless 
  • Monthly Gym Contribution
  • Annual Citi Bike Membership 
  • Annual $1k Personal Development Budget
  • Four Free Therapy Sessions

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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.