RRemoteville
Truv logoTruv

Technical Support Engineer

Skills
APIAdoptionAnalytical SkillsContinuous ImprovementCustomer SuccessIT Service ManagementLeadership
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 4+ years of experience in technical support and service management
  • 2+ years of experience at an early-stage organization with fewer than 100 employees
  • Proficient in Zendesk including 2+ years in an administrative capacity
  • Experience supporting API-driven products with a solid technical background
  • Strong analytical and problem-solving skills with sharp technical aptitude
  • Exceptional communication abilities for complex customer issues
  • Calm under pressure when handling customer calls and escalations
  • Self-motivated and resourceful with minimal guidance

Nice to have

  • Bias for action
  • Customer obsession
  • Good judgment
  • Focus on impact
  • Transparent and direct
  • Win as a team
  • Continuous improvement

Day to day

  • Efficiently triage customer support tickets while keeping a sharp focus on SLA CSAT and Time to Resolution metrics
  • Collaborate closely with product teams to analyze customer needs and submit well-informed feature requests
  • Build strong relationships across product engineering and customer success teams to share knowledge support incident response and improve the customer experience
  • Enhance and optimize the Help Center to reduce ticket volume and create a more seamless self-service journey
  • Lead end-to-end technical projects and help prioritize critical customer issues while routing sales and finance inquiries to the right teams
  • Drive weekly monthly and quarterly reporting on tickets resolution trends and close times for Truv leadership and the broader team