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
