Lead Technical Support Engineer
Core
Lead technical support for an API-driven infrastructure connecting financial institutions to payroll providers, focusing on ticket triage, product feedback, and self-service optimization.
Role type
Senior IC technical support engineer (API-driven products)
Builds
Frictionless verification infrastructure for financial firms
Domain
Fintech / API-driven verification
Deliverable
client delivery
Required skills
Technical support triage, API product support, feature request analysis, Help Center optimization, project management, reporting, stakeholder collaboration
Preferred skills
Early-stage startup experience, HubSpot/Inkeep proficiency, calm under pressure
Technologies
Hubspot Help Desk, Inkeep
Responsibilities
Triage customer support tickets while maintaining SLA and CSAT metrics; Collaborate with product teams to analyze needs and submit feature requests; Build relationships across engineering and customer success to facilitate knowledge sharing and feedback; Enhance and optimize the Help Center to minimize ticket volume; Lead end-to-end technical projects and manage critical customer issues; Drive weekly, monthly, and quarterly reporting on support metrics.
Seniority
Senior, hands-on IC