Technical Support Engineer

Summary

Join Truv as a Technical Support Engineer and contribute to building a best-in-class customer support experience. You will efficiently manage customer support tickets, collaborate with product and engineering teams, and enhance the Help Center. This role requires strong technical skills, problem-solving abilities, and excellent communication. Truv offers a fully remote work environment, flexible time off, and comprehensive benefits including health insurance, 401k, and equity options. The ideal candidate will have experience in technical support, working with API-driven products, and using Zendesk. This is an opportunity to join a growing company with a strong team culture.

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 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

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

Benefits

• Fully-remote company
• Weekly team dinners hosted in SF, Miami and Toronto
• Equity options
• Flexible Time Off
• 100% of medical, dental & vision benefits covered
• 401(k)