# Technical Support Engineer

**Company:** [Truv](https://hotfix.jobs/companies/truv)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $45k – $70k/yr
**Experience:** 4+ years
**Skills:** Zendesk, api, service management, sla, csat, time to resolution, help center, Incident Management, technical support, customer escalations
**Posted:** 2022-05-08

> Provides technical support for an API-driven product by triaging tickets, managing escalations, improving self-service resources, and partnering with product and engineering teams. Requires 4+ years of technical support experience, Zendesk administration expertise, strong communication, and analytical problem-solving skills.

## Job Description

## Responsibilities
- Triage customer support tickets efficiently while maintaining key performance metrics, including SLA, CSAT, and Time to Resolution (TTR).
- Collaborate with the product team to analyze customer needs and submit well-informed feature requests.
- Build 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 and support a seamless, self-sufficient customer experience.
- Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical customer issues and route sales and finance inquiries to the appropriate teams.
- Help drive weekly, monthly, and quarterly reporting on tickets, resolution times, and close times.

## Requirements
- 4+ years of experience in technical support and service management.
- 2+ years of experience working at an early-stage organization with fewer than 100 employees.
- Proficiency in Zendesk, including 2+ years in an administrative capacity.
- Expertise supporting API-driven products with a solid technical background.
- Strong analytical and problem-solving skills with a sharp technical aptitude.
- Exceptional communication skills for addressing complex issues.
- Ability to handle customer calls and escalations calmly and professionally.
- Self-motivated and resourceful, with the ability to solve problems independently with minimal guidance.

## Benefits
- Fully remote company.
- Equity options.
- Flexible time off.
- Medical, dental, and vision benefits covered at 100%.
- 401(k).

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**Canonical:** https://hotfix.jobs/jobs/2121eb3c-ceb5-41e5-a66e-d7fb6d269365