Customer Support Engineer

Nashville, TN - Remote OK /
Engineering /
Full Time
Be a Part of Something Big

At Alto, we're changing the way people invest for the future.

For too long, only the ultra-wealthy could afford to benefit from alternative investments, and that meant a lot of missed opportunities for everyday investors. Alto was founded on the belief that a diversified portfolio is essential to investing for the future, and that's only possible if everyone can invest in the assets they're truly interested in. 

So we created a solution that allows ordinary people to invest their tax-advantaged retirement funds into non-traditional assets, like real estate, startups, securitized artworks, cryptocurrency, and more.

By joining Alto's growing team, you'll be helping to make our mission a reality. And you'll work with some truly unique people who are passionate about what they do. We're also pretty big on celebrating individuality—after all, one of our core values is "you do you." And we actually live it. Really. 

We are growing incredibly fast, and we're searching for a great Customer Support Engineer to serve as the primary point of contact for customers from onboarding to renewal, serving as the main customer champion and advocate within Alto. On-board new customers to the Alto platform, and mentor customers with new features as the platform expands. Participate in content creation and documentation efforts to help  drive customer success and awareness using the Alto platform. Work closely with revenue, product, and engineering teams to drive customer feedback into the product development lifecycle serving as an informed voice for partners. Collaborate with Product, Engineering and Operations teams to  improve how we build, deliver, monitor, and operate the Alto platform. You'll also serve as an internal support engineer, fielding ad-hoc bug inquiries, and either immediately get your hands dirty, or work with a product and/or engineering teammate to determine a course of action/priority for a fix.

The ideal candidate possesses superior project management, communication and technical skills. You also demonstrate the ability to diplomatically influence and effectively handle key relationships and challenging situations under pressure. You have the perfect mix of technical expertise and collaboration in your portfolio, and an amazing ability to work with critical customers/partners. Project planning,  implementation, and tracking are a requirement as we often work through both collaboration, expansion and service improvement plans for platforms/customers affected by systemic issues. You will also have the ability to work multi-functionally; with engineers, leadership, account and revenue teams to ensure the customer issues are resolved holistically.

Your qualifications should include:

    • 1-2 years of experience with IT service management
    • Strong project management, negotiation, critical thinking and decision-making skills. 
    • Ability to work as a team member in a multi-functional environment
    • Understanding of OAuth, HTTP, REST APIs, and SQL
    • Excellent troubleshooting skills
    • Amazing customer management expertise
    • Excellent oral communication skills
    • Excellent written ability
    • Able to make quick decisions and follow through with action
    • Able to follow defined policies and procedures
    • Able to work independently

Why Alto? We are a dynamic and collaborative team, all working towards a common goal. With every interaction, you feel our culture throughout our company. We care about diversity, inclusion, and belonging, and every voice is heard. We also care most about our people. We show it through our actions, and we offer a lot of really great benefits, including:

    • A generous open PTO policy
    • No-cost health insurance for employees*
    • 401(k) with company match
    • Equity as a part of your compensation
    • A competitive compensation and benefits package
    • 12 paid holidays
    • Discounted and/or free Alto investor accounts
    • Four to 12 weeks paid parental leave 
    • A remote-first culture - work from home or our Nashville office
    • Flexibility to work from anywhere
    • An emphasis on work-life balance
    • No-meeting Fridays

    • Well, what are you waiting for? Apply already! :)
Alto is an Equal Opportunity Employer and Prohibits Discrimination of Any Kind

Alto is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alto are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alto will not tolerate discrimination or harassment based on any of these characteristics. Alto encourages applicants of all ages.

About Alto

Founded in 2015, AltoIRA aka Alto is a rapidly growing fintech startup based in Nashville, TN. At Alto, we’re building a next-generation platform to provide clients with the tools and opportunities they need to invest retirement funds into alternative assets. We’re empowering everyone to invest in what they choose and supporting their desire to take a more active role in shaping their financial future. The Alto platform streamlines the process for individual investors and advisors to access, research, and invest in alternative assets using retirement funds. It connects investors with private companies, fund managers, and over 50 recognized investment platforms, including Coinbase, Republic, Masterworks, and EquityZen, that offer access to a wide range of alternative assets, including startups, shares in artwork, real estate, cryptocurrency, and more.