13d 2h ago
Technical Support Engineer
Truv·General Helpdesk/IT Support · Financial Services
📡Fully Remote
$45k - $70k USD/yr
analyticscommunication_skillszendesk
Technical Support Engineer
Truv | General Helpdesk/IT Support | Financial Services
Fully Remote
Full Time
$45k - $70k USD/yr
Position:
Technical Support Engineer
Company:
Truv
Compensation:
$45,000 - $70,000 a year
Location:
Remote
Employment type:
Not specified
Work Arrangement:
Fully-remote
Short Summary:
Truv empowers financial firms to underwrite with confidence by providing a secure infrastructure that connects financial institutions and background screeners to payroll providers. We are looking for a Technical Support Engineer to enhance our customer support experience.
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.
Requirement:
- 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.
Benefits:
- Fully-remote company.
- Equity options.
- Flexible Time Off.
- Employees' medical, dental & vision benefits covered at 100%.
- 401(k).
Technical Support Engineer
Company:
Truv
Compensation:
$45,000 - $70,000 a year
Location:
Remote
Employment type:
Not specified
Work Arrangement:
Fully-remote
Short Summary:
Truv empowers financial firms to underwrite with confidence by providing a secure infrastructure that connects financial institutions and background screeners to payroll providers. We are looking for a Technical Support Engineer to enhance our customer support experience.
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.
Requirement:
- 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.
Benefits:
- Fully-remote company.
- Equity options.
- Flexible Time Off.
- Employees' medical, dental & vision benefits covered at 100%.
- 401(k).
Required Skills
analyticscommunication_skillszendesk
Required Languages
🇬🇧 English
Key competency: General Helpdesk/IT Support