Technical Customer Support T2

Support Specialist

Position Overview

Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities. The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels. You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience.

Requirements

Experience Background Skills

• 3+ years of experience in technical support level 2
• Strong understanding of Software products, APIs, Integrations, Frontend/Backend
• Proven track record in ticket management and customer communication
• Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers

Core Competencies

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities
• Customer-focused approach with empathy and patience
• Team player with a collaborative attitude

Performance Standards

• Resolve L2 tickets, minimizing escalation
• Maintain a low ticket reopening rate
• Meet all SLA requirements for response times
• Achieve high customer satisfaction scores
• Complete all reporting requirements on schedule

Specialization Areas

• Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product

Key Responsibilities

Ticket Management & Customer Support

• First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
• Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
• SLA Adherence: Meet strict response time requirements  
• Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
• Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance

Documentation & Knowledge Management

• Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
• Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
• Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
• Process Improvement: Contribute to support process improvements based on customer feedback and team insights

Reporting & Analytics

• Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
• Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
• Progress Reviews: Conduct weekly escalation and blocker reports

Team Collaboration

• Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
• Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
• Cross-functional Communication: Share insights and observations with product and development teams
• Continuous Learning: Stay updated on product changes, updates, and industry best practices

Growth Opportunities

This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines. As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up. Exceptional performance in stretch goals focusing on measurable business impact will be key factors in raise and promotion decisions.

Why Join Veryfi?

• Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience
• Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
• Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
• Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup