Lead Technical Support Engineer

Technical Support Engineer

A customer-centric mindset is part of every decision we make - we're looking for a Technical Support Engineer to join and help us build the best customer support experience.

What you'll do

• 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.

What would set you up for success

• 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 Hubspot Help Desk and Inkeep, 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 we offer

• Fully-remote company.
• Equity options.
• Flexible Time Off.
• Employees' medical, dental & vision benefits covered at 100%.

$80,000 - $130,000 a year