Truv · 1 day ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
$45K/yr - $70K/yr
4+ years exp
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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.
Qualification
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Required
4+ years of experience in technical support and service management.
2+ years of experience at an early-stage organization (fewer than 100 employees).
Proficient in Zendesk, with 2+ years of administrative experience (Zendesk Analytics is a plus).
Expertise in supporting API-driven products with a strong technical foundation.
Experienced in troubleshooting issues within Django applications.
Comfortable reading Python or Java code and investigating issues using the network tab in developer tools.
Proficient in reading and analyzing logs to effectively troubleshoot and resolve issues.
Strong analytical and problem-solving skills with sharp technical aptitude.
Exceptional communication skills for addressing complex issues effectively.
Calm and professional under pressure, especially during customer calls and escalations.
Self-motivated and resourceful, capable of solving problems independently, and learning new software with minimal supervision.
Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
Preferred
Experience with data platforms or financial services is a plus.
Company
Truv
With Truv, users can easily connect their payroll and financial accounts to instantly verify employment, income, and identity.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$28.5MKey Investors
Kleiner PerkinsAbstract
2022-03-03Series A· $25M
2021-02-16Seed· $3.5M
Leadership Team
Kirill Klokov
Co-founder and CEO
Ilya Chatsviorkin
Co-Founder and CTO
Company data provided by crunchbase
