Customer Support Engineer • Mid-Level

Who you are

You are a customer-centric individual with a strong technical acumen and product knowledge. You thrive in fast-paced environments and have a passion for delivering outstanding customer experiences. You excel at diagnosing and resolving complex product issues, including Sev 1 and Sev 2 incidents, while collaborating with various teams to drive continuous product improvements. Your business awareness allows you to understand customer needs and advocate for their success effectively.

You possess excellent communication skills, enabling you to articulate technical concepts to both technical and non-technical stakeholders. You are proactive in seeking solutions and have a knack for identifying areas for improvement within the product. Your ability to work closely with customers, engineering, product, and site reliability teams makes you a vital part of the customer support ecosystem.

What you'll do

In this role, you will be responsible for diagnosing and resolving complex product issues, ensuring timely resolutions to enhance customer satisfaction. You will act as the voice of the customer, providing valuable feedback to the engineering and product teams to drive continuous improvements. Your role will involve collaborating with cross-functional teams to address customer concerns and enhance the overall product experience.

You will engage with customers to understand their challenges and provide technical expertise to resolve their issues effectively. Your responsibilities will include monitoring Sev 1 and Sev 2 incidents, coordinating with relevant teams to ensure swift resolutions, and documenting solutions for future reference. You will also play a key role in training and onboarding new team members, sharing your knowledge and expertise to foster a collaborative environment.

What we offer

At Turvo, you will be part of a dynamic team that values collaboration and innovation. We offer a supportive work environment where your contributions are recognized and valued. You will have opportunities for professional growth and development, working alongside some of the industry's leading experts in transportation management systems. Join us in our mission to transform the supply chain industry and deliver exceptional customer experiences.