Technical Support Engineer

Truv
United States
Workplace: RemoteFull timeUSD 45,000 - 70,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Customer obsession","Analytical problem-solving","Communication","Calm under pressure","Self-motivated"]

Triaging customer support tickets while tracking SLA, CSAT, and time to resolution. Partnering with product to analyze customer needs and submit feature requests, and coordinating across product, engineering, and customer success for knowledge sharing and feedback. Improving the Help Center to reduce ticket volume and enabling self-sufficient customer experiences. Owning end-to-end technical projects, reporting ticket metrics to leadership, and handling complex calls and escalations with professionalism.

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FursaFursa
Truv
Truv
4 years ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Triaging customer support tickets while tracking SLA, CSAT, and time to resolution. Partnering with product to analyze customer needs and submit feature requests, and coordinating across product, engineering, and customer success for knowledge sharing and feedback. Improving the Help Center to reduce ticket volume and enabling self-sufficient customer experiences. Owning end-to-end technical projects, reporting ticket metrics to leadership, and handling complex calls and escalations with professionalism.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Efficiently triage customer support tickets while maintaining SLA, CSAT, and time to resolution (TTR) metrics
  • •Collaborate with the product team to analyze customer needs and submit feature requests
  • •Build cross-team relationships to facilitate knowledge sharing, incident engagement, and product feedback
  • •Enhance and optimize the Help Center to minimize ticket volume and improve self-sufficient support
  • •Lead end-to-end technical projects and report weekly/monthly/quarterly ticket and resolution metrics to leadership

Pay and Benefits

Salary: USD 45,000 - 70,000 annually
Perks:EquityHealth InsuranceDentalVision401kFlexible Time

Key Requirements

  • •4+ years of technical support and service management experience
  • •2+ years working at an early-stage organization (fewer than 100 employees)
  • •2+ years of administrative experience with Zendesk
  • •Experience supporting API-driven products with a solid technical background
  • •Strong communication skills to handle complex customer issues, calls, and escalations professionally
Experience:Early-stage startup
Skills:Customer obsessionAnalytical problem-solvingCommunicationCalm under pressureSelf-motivated
Tech Stack:ZendeskAPIsHelp Center

Company Brief

Truv
Provides APIs for employment, income and identity verification that enable lenders, payroll providers, and fintechs to verify consumer data in real time while reducing fraud and manual processes.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2019
WebsiteLinkedIn