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Tive is a supply chain visibility platform that helps customers ensure shipments arrive on time and in full by reducing delays, theft, damage, and spoilage across road, rail, ocean, and air transport.
As a Technical Support Representative, you will drive world-class customer satisfaction by troubleshooting and resolving technical issues, communicating directly with customers, and helping them maximize the features and products available to them.
Key responsibilities include:
- Investigate and own complex customer issues spanning both software and hardware components
- Reproduce issues to determine whether behavior is expected, misconfiguration, or a bug
- Use internal tools, databases, APIs, and device data to identify root causes
- Document findings through clear investigation reports
- Collaborate closely with Engineering, Product, and Customer Support teams
- Escalate issues with proper context, data, and reproduction steps
- Communicate clearly with customers to gather information and explain outcomes
- Create and maintain internal guides and knowledge-base articles
- Manage multiple ongoing investigations while prioritizing impact and urgency
- Follow up to ensure issues are fully resolved and customers are informed
Tive offers autonomy and resources, a committed global team, hybrid or office-based work options, and competitive equity.
REQUIREMENTS:
- Degree in Computer Science or equivalent hands-on experience (1+ year) in a technical role
- Experience working with REST APIs (reading, testing, troubleshooting)
- Solid understanding of databases (relational and non-relational), such as SQL Server and MongoDB
- Strong written and verbal communication skills in English
- Excellent interpersonal skills and ability to build trust with customers and internal teams
- Problem-solving mindset and curiosity to investigate issues end to end
