- Job title
- Technical Customer Support L2
- Job location
- CO / MX / BR / Remote (CO; MX; BR)
- Job description
- # Technical Support Specialist (Tier 2) - Veryfi
## **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**
### You'd be a good fit if you have
* 3+ years in B2B technical support L2
* Hands-on debugging of REST APIs, webhooks, or integrations, with tools you can name.
* Enough comfort with Python/Node.js snippets and JSON to spot what's broken (no production code required).
* A track record of writing clear technical docs or KB articles.
* The habit of handing off a problem with the steps to reproduce it already attached.
Bonus: prior experience supporting an AI, ML, OCR, or data-extraction platform
**Core Competencies**
* Excellent written and verbal communication skills
* Strong organizational and time management
* 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
## **Specialization Areas**
* **Primary Focus**: L1+L2 Support for Veryfi OCR APIs platforms 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
* **Problem Solving**: Solve customer problems
* **SLA**: 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
* **Process Improvement**: Contribute to support process improvements based on customer feedback and team insights
### **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 an expert on AI tools, Model training algorithms, complex integrations, and architectures. 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.
## You'd be a good fit if you have
* 3+ years in B2B SaaS technical support.
* Hands-on debugging of REST APIs, webhooks, or integrations, with tools you can name.
* Enough comfort with Python/Node.js snippets and JSON to spot what's broken (no production code required).
* A track record of writing clear technical docs or KB articles.
* The habit of handing off a problem with the steps to reproduce it already attached.
Bonus: prior experience supporting an AI, ML, OCR, or data-extraction product
## **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
* **Learning Environment**: Work alongside experienced founders and learn the ins and outs of building a successful startup
