Technical Support Engineer

Responsibilities

• ▹Efficiently triage customer support tickets while maintaining focus on SLA, CSAT, and Time to Resolution (TTR)
• ▹Collaborate 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 for knowledge sharing, incident engagement, and feature adoption
• ▹Enhance and optimize the Help Center to minimize ticket volume
• ▹Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical customer issues
• ▹Help drive weekly, monthly, and quarterly reporting on tickets, resolution, and close times

Requirements

• ▹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 Zendesk, including 2+ years in an administrative capacity
• ▹Expertise supporting API-driven products with a solid technical background
• ▹Strong analytical and problem-solving skills
• ▹Exceptional communication abilities
• ▹Calm under pressure, able to handle customer calls and escalations professionally
• ▹Self-motivated and resourceful

Soft skills

What we offer

• ▹Remote-first work environment

About the company

Truv provides financial institutions with fast, secure infrastructure to verify employment and income data, connecting to 45+ payroll providers covering 120M+ US workers. The remote-first team works together across the Bay Area, Miami, Toronto and London.