Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Effectively manage customer support tickets while ensuring adherence to SLA, CSAT, and Time to Resolution (TTR) metrics.

• Work in close collaboration with the product team to assess customer requirements and submit insightful feature requests.

• Cultivate and strengthen relationships across product, engineering, and customer success teams for the purpose of knowledge sharing, incident engagement, feature adoption, and actionable product feedback.

• Improve and refine the Help Center to reduce ticket volume and facilitate a seamless, self-service customer experience.

• Oversee and steer end-to-end technical projects.

• Partner with engineering leadership to prioritize urgent customer concerns.

• Channel sales and finance inquiries to the appropriate departments.

• Contribute to weekly, monthly, and quarterly performance reporting on tickets, resolutions, and closure times for Truv leadership and the broader team.

⛳️ Requirements

• A minimum of 4 years of experience in technical support and service management.

• At least 2 years of experience in an early-stage organization with fewer than 100 employees.

• Proficiency in Zendesk, with over 2 years of experience in an administrative role.

• Strong expertise in supporting API-driven products, backed by a solid technical foundation.

• Excellent analytical and problem-solving skills complemented by a strong technical aptitude.

• Outstanding communication skills to address complex issues effectively.

• Ability to remain composed under pressure and handle customer calls and escalations professionally.

• Self-driven and resourceful, capable of independently resolving problems with minimal supervision.

🏝️ Benefits

• Fully-remote company.

• Equity options available.

• Flexible Time Off policy.

• 100% coverage for employees' medical, dental, and vision benefits.

• 401(k) plan.