Technical Support Engineer I

Job description

***Why TrueML?*** TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system. #### About the Role: TrueML Products is seeking a Platform Enablement Engineer I to join the Platform Enablement Team (PET) and help support the operational health of our platform. In this role, you will investigate technical issues, troubleshoot platform and workflow failures, support internal stakeholders, and partner with Engineering when deeper technical expertise is required. This role is designed for an engineer who is building their technical troubleshooting skills and learning to independently navigate increasingly complex platform issues. You will work with experienced team members while developing proficiency in areas such as log analysis, API troubleshooting, database investigation, and application behavior. Success in this role requires curiosity, strong communication, attention to detail, and a willingness to continuously develop your technical capabilities. ### Work-Life Benefits - Unlimited PTO - Medical benefit contributions in congruence with local laws and type of employment agreement ### What You'll Do - Technical Investigations & Troubleshooting - Investigate platform, workflow, and client-reported technical issues. - Develop familiarity with AWS services used by the platform and use AWS tooling and resources as part of technical investigations and troubleshooting. - Use logs, monitoring tools, and available system data to identify potential causes of failures. - Perform API troubleshooting using tools such as Postman. - Validate JSON payloads and use browser developer tools to investigate client-side behavior. - Perform basic SQL queries to validate data and support investigations. - Reproduce issues and document findings before escalating to Engineering. - Learn to navigate application code and system architecture to better understand platform behavior. ### What You'll Do - Ticket Ownership & Operational Support - Own assigned tickets from initial investigation through resolution or appropriate escalation. - Maintain accurate and current documentation of troubleshooting, findings, blockers, and next steps. - Proactively communicate progress, blockers, risks, and next steps to teammates and stakeholders throughout the lifecycle of an issue. - Provide timely updates so stakeholders understand the status of their requests. - Identify blockers early and ask for assistance when additional expertise is needed. - Support Jira triage and other operational responsibilities of the Platform Enablement Team. - Follow established escalation, handoff, and documentation processes. ### What You'll Do - Partnership & Collaboration - Collaborate with other Platform Enablement engineers when troubleshooting complex issues. - Prepare clear, actionable escalations when Engineering assistance is required. - Provide Engineering with relevant logs, reproduction steps, investigation results, and business context. - Remain engaged with escalated issues and help drive them toward resolution. - Develop an understanding of platform architecture, services, and dependencies. - Participate actively in team troubleshooting sessions, stand-ups, and technical discussions. - Share useful findings and troubleshooting techniques with teammates. - Contribute to internal documentation and troubleshooting guides. - Learn from more experienced engineers and incorporate feedback into future investigations. - Use approved AI tools to assist with log analysis, technical research, documentation, and investigation. ### Who You Are (Required Qualifications) - 1–2 years of relevant experience in technical support engineering, platform operations, software engineering, or a related technical role. - Foundational understanding of software development and troubleshooting concepts. - Familiarity with APIs, JSON, HTTP requests, and browser developer tools. - Basic understanding of SQL or database concepts. - Ability to analyze technical information and communicate findings clearly. - Strong problem-solving skills and willingness to learn unfamiliar systems. - Ability to manage assigned work and follow through on commitments. - Effective written and verbal communication skills. ### How You Stand Out (Preferred Qualifications) - Experience with observability or monitoring platforms such as Datadog or Observe. - Experience using Postman, cURL, or similar API troubleshooting tools. - Exposure to SQL and relational databases. - Familiarity with a programming or scripting language. - Experience working with Jira, Confluence, or similar tools. - Familiarity with GenAI tools such as GitHub Copilot, Gemini, or Claude for technical investigation and productivity.