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Lead Technical Support Engineer

Truv· Customer Success
Apply on company site
Remote$80k - $130kRemotePosted 2mo ago

About the role

Technical Support Engineer role focused on triaging tickets, collaborating with product and engineering, improving self-service resources, and leading end-to-end technical projects to enhance customer support for Truv.

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.

Qualifications

  • 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.

Skills

Required:Ticket triage and incident managementProduct and engineering collaborationProject leadership
Nice to have:Help Center optimization

Benefits

  • Fully-remote company.
  • Equity options.
  • Flexible Time Off.
  • Employees' medical, dental & vision benefits covered at 100%.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Truv

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