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