Technical Customer Support L2

About Veryfi, Inc.

Document AI. One API Call.

Tech

(a) Native Mobile apps: Swift, Objective-C & Kotlin (b) Backend: Python 3, TensorFlow, APIs on Django, Hub/Web on Flask (c) IaaS: AWS with auto deploys to 4 geographies (read the deployment posts by Andrew here https://medium.com/the-road-to-silicon-valley) (d) Database: Amazon Aurora

The role

# 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

Skills

• PostgreSQL
• Software Architecture
• Data Analytics
• AI Agents