Lead Technical Support Engineer

Job description

**The work we’re doing:** Truv empowers financial firms to underwrite with confidence. We believe that discerning fact from fiction about an applicant’s employment and income shouldn’t be a process that takes days, dozens of phone calls, or hidden behind black boxes. Truv provides a frictionless and secure infrastructure that connects financial institutions and background screeners to 45+ payroll providers that house the data of 120M+ US workers. And consumers benefit from faster turnarounds and greater financial opportunities. **The community we’re creating:** We’re an experienced team of thinkers, innovators, and entrepreneurs solving some big problems. And we’re looking for bold leaders to join us. Our remote-first distributed team hails from the Bay Area, Miami, Toronto and London. We believe in creating a community where everyone belongs and thrives, regardless of location. So, if you’re excited about using cutting-edge technology and working alongside colleagues who’ve built groundbreaking products at Apple, Uber, Facebook, Carta, Venmo, Telegram, and Plaid—hop on. **The values you possess:** Our values are the specific behaviours and skills that we care most about. The more these values sound like you and the people you want to work with, the more likely you’ll thrive at Truv. · Bias for action - move fast and get things done. · Customer obsession – we start with making the customer happy and work backward. · Good judgment – make wise decisions despite ambiguity. · Focus on impact – solve important problems first. · Transparent and direct–informed people make better decisions. · Win as a team – we win and lose (rarely) as a team. · Continuous improvement – all improvements matter because they compound exponentially. **About the job** 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%.