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Senior Backend Engineer
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AI Summary
Lead Technical Support Engineer role at Truv focused on building the best customer support experience. Triages support tickets, collaborates with product and engineering, enhances the Help Center, leads technical projects, and reports support metrics. Requires 4+ years of technical support experience, 2+ years at an early-stage organization, HubSpot Help Desk and Inkeep proficiency, API support expertise, and strong communication skills.
Key Highlights
Remote-first distributed team
Customer-centric technical support role
HubSpot Help Desk and Inkeep proficiency required
API-driven product support expertise
$80,000 - $130,000 a year
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Key Responsibilities
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.
Technical Skills Required
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Benefits & Perks
Fully-remote company
Equity options
Flexible Time Off
Employees' medical, dental & vision benefits covered at 100%
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
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