Technical Support Engineer

Work-Life Benefits

• Unlimited PTO
• Medical benefit contributions in congruence with local laws and type of employment agreement

What You'll Do:

Own the Root Cause: Independently diagnose complex system failures using advanced log analysis (Observe Datadog) and database debugging. You won’t stop at the symptoms; you’ll find the source.
Translate Complexity: Act as the "technical interpreter" distilling deep-stack architectural blockers into clear "business-speak" for stakeholders and Tier 1 support.
Unblock Engineering: Earn the trust of our developers by providing rigorous high-fidelity bug reports that streamline the fix-cycle and reduce back-and-forth communication.
Scale Through Documentation: Author the "decision trees" and troubleshooting workflows that empower the rest of the company to resolve lower-tier issues independently.
Drive AI-Powered Triage: Level up your speed-to-resolution by using GenAI to summarize logs explain application logic and draft complex SQL queries.
Identify Friction Clusters: Use your unique vantage point to spot recurring patterns in system issues flagging larger platform friction points to leadership with data-backed impact summaries.
Empower Others: Take a "teach a person to fish" approach by explaining the how behind your investigations to Tier 1 colleagues upleveling the collective intelligence of the team.

Who You Are:

A Technical Investigator: You have 2–5 years of experience in technical support engineering or platform enablement. You thrive on the "thrill of the hunt" when it comes to solving complex puzzles.
Log & Data Fluent: You are proficient in log analysis tools (Datadog Observe) and highly comfortable with SQL for database debugging.
API & Web Savvy: You can manually test endpoints via Postman/cURL validate JSON payloads and diagnose client-side failures using Browser DevTools.
Code-Literate: You have the ability to navigate source code to inspect application logic and correlate errors with backend logs.
An Autonomous Operator: You don’t need a daily checklist. You are a self-starter who can prioritize a high volume of triage tasks while managing long-term process improvement projects.
AI-Native: You are already using tools like Gemini Claude or GitHub Copilot to assist with scripting log summarization and discovering information faster.
An Elite Communicator: You can take a "kernel panic" level issue and explain its business impact to a Sales or Client Success lead with total clarity.

What We Do

TrueML makes financial technology that prioritizes customer experience and revolutionizes the experience of consumers seeking financial health. We’re a team of inspired data scientists financial services industry experts and customer experience fanatics creating experiences that serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring to ensure nobody gets locked out of the financial system. After more than 10 years in business TrueML is excited to be expanding its footprint internationally. We are a growing geographically diverse team with employees in 30 U.S. states and 7 different countries with our key talent hub in LATAM. If you’re looking for an opportunity to do impactful work join TrueML and make a difference alongside hundreds of other inspired individuals.

Why Work With Us

Our functional teams are a diverse mix of employees from different backgrounds and geographies with each individual bringing unique perspectives and experiences that encourage increased innovation in our products and services. Join TrueML and make a difference alongside hundreds of other inspired individuals doing impactful work.

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