Technical Customer Support T2

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 platforms

• 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

• 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

• 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

• 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, ideally L2 or above.

• 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