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Truv via Lever

Lead Technical Support Engineer

lead Location not stated
still open verified 2d ago posted 1590d ago checked just now

Posted 1,590 days ago, which is unusual. The employer's own board was still carrying it when we last read it, just now.

Apply at jobs.lever.co

This is the employer's own posting, not a copy on a job board.

What we know

Is it still open?

Confirmed still open

Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.

We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.

Check this listing's status as JSON

How old is it?

Posted 1590d ago

The date the source published, not the day we noticed it (2022-05-08). Last seen at its source just now.

Is it remote?

Remote

That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.

Who may apply?

Not stated

The description states no restriction of its own. This is the source's own tag.

Skills named in the ad

CSATCustomer SuccessEscalation ManagementHubSpotPayrollSLATechnical SupportTicketing

Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.

Carried by 1 source

The listing

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%.
  • Apply at jobs.lever.co