Technical Customer Support L2

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