Technical Support Engineer

Summary

Truv provides secure infrastructure connecting financial institutions and background screeners with payroll data to streamline employment and income verification. The Technical Support Engineer will deliver customer-centric technical support by triaging tickets, collaborating with product and engineering teams, improving self-service resources, managing technical projects, and reporting on support performance.

Responsibilities

• Efficiently triage customer support tickets while maintaining focus on key performance metrics such as SLA, CSAT, and Time to Resolution (TTR)
• Collaborate closely with the product team to analyze customer needs and submit well-informed feature requests
• Build and nurture relationships across product, engineering, and customer success teams to facilitate knowledge sharing, incident engagement, new feature adoption, and actionable product feedback
• Enhance and optimize the Help Center to minimize ticket volume, ensuring a seamless and self-sufficient customer experience
• Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical customer issues and redirect sales and finance inquiries to the appropriate teams
• Reporting, help drive weekly, monthly and quarterly reporting on tickets, resolution and close times to the Truv leadership and the broader team

Skills

• 4+ years of experience in technical support and service management
• 2+ years of experience working at an early-stage organization (fewer than 100 employees)
• Proficient in Hubspot Help Desk and Inkeep, including 2+ years in an administrative capacity
• Expertise in supporting API-driven products with a solid technical background
• Strong analytical and problem-solving skills, coupled with a sharp technical aptitude
• Exceptional communication abilities to effectively address complex issues
• Calm under pressure, with the ability to handle customer calls and escalations with professionalism
• Self-motivated and resourceful, capable of solving problems independently with minimal guidance

Qualifications

Must Haves

• 4+ years of experience in technical support and service management
• 2+ years of experience working at an early-stage organization (fewer than 100 employees)
• Proficient in Hubspot Help Desk and Inkeep, including 2+ years in an administrative capacity
• Expertise in supporting API-driven products with a solid technical background
• Strong analytical and problem-solving skills, coupled with a sharp technical aptitude
• Exceptional communication abilities to effectively address complex issues
• Calm under pressure, with the ability to handle customer calls and escalations with professionalism
• Self-motivated and resourceful, capable of solving problems independently with minimal guidance

Benefits

• Fully-remote company.
• Equity options.
• Flexible Time Off.
• Employees' medical, dental & vision benefits covered at 100%.