Turvo Inc.

Support Engineer

• Own and manage customer-reported product issues, ensuring resolution within defined Service Level Agreements (SLAs).
• Perform root cause analysis and coordinate with appropriate engineering teams to drive issue resolution.
• Diagnose and resolve product and third-party integration issues, both technical and non-technical.
• Investigate, document, and escalate complex or systemic issues to engineering teams.
• Provide on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule.
• Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities.
• Act as the “voice of the customer” by sharing insights and feedback to influence product enhancements.
• Create, maintain, and contribute to technical documentation and knowledge base articles for internal teams and customers.
• Stay current with new products and services through regular monthly releases.
• Work independently, making informed decisions while owning issues end-to-end.

Customer Support Engineer