Technical Support Engineer
Why TrueML? TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.
As a Platform Enablement Engineer II, you are the vital link between our client-facing teams and our core Engineering organization. You don’t just "triage" tickets—you own the investigation.
Your mission is to provide high-fidelity, data-backed bug validations that turn mystery anomalies into actionable fixes.
Reporting to the Director of Engineering, DevOps, you will use a blend of investigative grit and GenAI tools to ensure our platform remains healthy and our business teams stay unblocked.
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.
We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueML and make a difference.
Our Dedication to Diversity & Inclusion TrueML is an equal-opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions, and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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