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Technical Support Engineer

3 weeks, 5 days ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Apply Now
Truv

Truv

Truv provides a comprehensive verification solution that simplifies the process of confirming income, employment, assets, and insurance for financial institutions, enabling them to make informed decisions.

Diversified Financial Services
51-250
Founded 2020
$28M raised
View All Jobs 12

Description

  • Efficiently triage customer support tickets while tracking SLA, CSAT, and Time to Resolution metrics.
  • Collaborate with the product team to analyze customer needs and submit informed feature requests.
  • Build relationships across product, engineering, and customer success to support knowledge sharing, incident response, and product feedback.
  • Enhance and optimize the Help Center to reduce ticket volume and improve self-service.
  • Lead end-to-end technical projects and work with engineering leadership to prioritize critical customer issues.
  • Redirect sales and finance inquiries to the appropriate internal teams.
  • Drive weekly, monthly, and quarterly reporting on tickets, resolution times, and close times for leadership and the broader team.

Requirements

  • 4+ years of experience in technical support and service management.
  • 2+ years of experience at an early-stage company with fewer than 100 employees.
  • 2+ years of administrative experience with HubSpot Help Desk and Inkeep.
  • Experience supporting API-driven products with a strong technical background.
  • Strong analytical and problem-solving skills with sharp technical aptitude.
  • Excellent communication skills for handling complex issues.
  • Ability to stay calm under pressure and manage customer calls and escalations professionally.
  • Self-motivated and resourceful, with the ability to solve problems independently with minimal guidance.

Benefits

  • Fully remote company.
  • Equity options.
  • Flexible Time Off.
  • Medical, dental, and vision coverage paid at 100%.
  • 401(k) plan.

Interested in this position?

Apply directly on the company website

Apply Now

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