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

Analyst

• Support customer enablement through targeted training sessions, and role-based guidance & follow up questions as needed.
• Create and maintain customer-facing enablement materials (e.g., activity sheets, job aids, PowerPoint decks, short-form videos) aligned to product releases and project rollouts.
• Coach customer users and stakeholders toward platform proficiency and sustained adoption; reinforce best practices and standard processes.
• Coordinate launch readiness activities using standardized checklists (e.g., data quality validation, configuration verification), partnering with implementation/technical teams as needed.
• Track readiness milestones, dependencies, and risks to keep customer launches on schedule.
• Triage and coordinate resolution of launch-related issues across internal teams (e.g., logging/tracking items, following up on blockers, confirming readiness).

Customer Support Engineer

Customer Enablement Analyst