--- title: 'Technical Support Engineer II at TrueML' canonical: 'https://feeny.ai/job/technical-support-engineer-ii-trueml-in-6pck32z06rp5' type: 'job' last_seen: '2026-09-08' --- # Technical Support Engineer II at TrueML - **Company:** TrueML - **Location:** IN, Mexico - **Compensation:** $44k–$56k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-01 - **Last confirmed live:** 2026-09-08 - **Apply:** https://jobs.lever.co/trueml/0050bdb6-9a6a-426c-b5e1-84901a9d2488 ## Job description 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. About the Role: TrueML Products is seeking a technically autonomous Platform Enablement Engineer II (PET) to serve as a critical bridge between our client-facing teams and core Engineering organization. In this role, you will move beyond standard troubleshooting to independently own complex technical investigations, identify root causes, and provide Engineering with high-quality technical context when deeper expertise or code changes are required. You will combine technical troubleshooting, operational ownership, and strong cross-functional communication to help keep the business moving while allowing Engineering teams to remain focused on high-value development. The ideal candidate demonstrates investigative grit, operates effectively with minimal supervision, translates complex system behavior into actionable business context, and actively contributes to improving the technical capabilities of the broader team. Work-Life Benefits - Unlimited PTO - Medical benefit contributions in congruence with local laws and type of employment agreement What You'll Do - Advanced Technical Investigations & Engineering Partnerships - Root Cause Ownership: Independently diagnose complex workflow failures, platform anomalies, and system behavior using logs, database investigation, API testing, and other available technical resources. - High-Fidelity Escalation: Provide Engineering teams with rigorous, data-backed investigation results, reproduction steps, logs, technical context, and clearly defined requests for assistance. - Proactive Deep Dives: Investigate beyond surface-level symptoms to identify potential root causes and recurring patterns before issues are escalated or resolved. - System Investigation: Navigate application behavior, source code, logs, APIs, and database data to correlate symptoms across systems. - Deployment Awareness: Collaborate with Engineering to understand deployments, architectural changes, dependencies, and potential downstream impacts. What You'll Do - Operational Excellence & Ownership - Autonomous Execution: Operate with minimal day-to-day supervision while effectively prioritizing high-volume operational work alongside longer-term initiatives. - Queue Integrity: Maintain strong ownership of the team's operational queue, ensuring issues have clear owners, current documentation, and defined paths toward resolution. - End-to-End Ownership: Drive assigned issues from initial investigation through resolution, escalation, or handoff while maintaining appropriate stakeholder communication. - Process Improvement: Identify and implement small-scale process or tooling improvements that reduce friction for PET, Engineering, and stakeholders. - Strategic Friction Reduction: Recognize recurring issue patterns and surface larger platform or operational problems to leadership with supporting data and business impact. ## What You'll Do - Communications & Collaborations - Serve as a technical liaison between client-facing teams, Product, Engineering, and other stakeholders. - Use AWS services, logs, and platform resources as part of independently investigating and diagnosing complex technical issues. - Proactive Communication: Proactively communicate issue status, technical findings, blockers, business impact, and next steps to stakeholders and partner teams without requiring follow-up. - Translate complex technical problems into clear business impact and actionable next steps. - Facilitate cross-functional technical discussions when multiple teams are required to resolve an issue. - Produce clear post-incident or issue summaries describing symptoms, investigation, impact, findings, and resolution. - Maintain high-quality technical documentation, troubleshooting workflows, and decision trees that enable others to resolve similar issues independently. - Actively participate in team troubleshooting and collaborate with peers before escalating issues. - Help less-experienced engineers develop stronger investigative and troubleshooting skills by explaining the how and why, rather than simply providing answers. - Share technical discoveries, SQL queries, troubleshooting techniques, and investigation patterns with the broader team. - Use GenAI tools to accelerate log analysis, understand code behavior, develop queries or scripts, and produce high-quality technical documentation. - Identify opportunities where AI or automation can reduce repetitive operational work and improve team efficiency. ## Who You Are - (Required Qualifications) - 2–5 years of relevant experience in technical support engineering, platform enablement, software engineering, DevOps, production support, or another deep technical troubleshooting role. - Strong troubleshooting skills using observability and log-analysis platforms such as Datadog or Observe. - Experience troubleshooting applications and services operating within AWS cloud environments. - Experience investigating data using complex SQL queries. - Ability to manually test APIs using tools such as Postman or cURL, validate JSON payloads, and diagnose failures using browser developer tools. - Ability to navigate source code and application logic sufficiently to correlate user-facing behavior with backend logs and system behavior. - Demonstrated ability to independently investigate complex technical issues and manage competing priorities. - Strong written and verbal communication skills, including the ability to translate technical problems into business impact. - Experience using GenAI tools such as GitHub Copilot, Gemini, Claude, or similar tools to assist with technical investigation, scripting, documentation, or information discovery. ## How You Stand Out - (Preferred Qualifications) - Experience developing scripts or advanced queries to aggregate data or automate repetitive operational tasks. - Experience investigating RBAC, permissions, authentication, or authorization-related failures. - Experience supporting high-stakes client onboarding, production incidents, or critical business workflows. - Working knowledge of one or more programming or scripting languages. - Strong SQL skills and familiarity with application and database architecture. - Experience creating technical runbooks, troubleshooting guides, or operational documentation. 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. ## About TrueML ## Company Overview - **One-liner**: TrueML is a family of financial technology companies that uses data science and AI to transform debt collection and consumer financial health. - **Entity Type**: Private - **Headquarters**: Lenexa, Kansas, USA (based on on‑site job postings) - **Founded**: 2013 - **Founders**: Ohad Samet and Nadav Samet ## Core Business - **Primary industry**: Financial services, specifically debt collection, consumer engagement, and financial health technology. - **Target customers**: B2B (businesses needing debt recovery or customer retention solutions) and B2C (consumers seeking a better path to financial health). - **Mission**: To modernize the experience of consumers in their financial lives and ensure nobody gets locked out of the financial system. ## Products & Services - **TrueAccord**: A digital‑first, data‑science‑driven third‑party debt collection platform that focuses on a consumer‑friendly experience to improve recovery rates. - **Retain (TrueML Products)**: A patented machine‑learning SaaS product that helps businesses engage customers at the right time, place, and channel to improve retention and financial outcomes. - **Sentry Credit**: A traditional debt collection agency based in Everett, WA, known for compassionate, professional debt resolution. - **TrueML Shared Services**: Internal shared services providing data science, technology, legal, compliance, and HR support across the TrueML portfolio. ## Market Standing - **Valuation / Market Cap**: Not publicly available (private company). - **Key Metric**: Annual revenue and total funding are not disclosed; the company has been operating for over a decade and is described as an “industry leader” in third‑party debt collection. - **Notable Investors / Partners**: Not disclosed in available sources. - **Growth Signals**: Multiple open positions (collections, engineering, messaging, management) in the U.S. and Latin America; continued investment in AI/ML products like Retain; expansion of remote work capabilities. ## Competitive Advantages - **Data‑science‑first approach**: Uses patented machine learning to personalize consumer outreach, leading to better recovery and retention outcomes. - **Consumer‑focused design**: Prioritizes a non‑hostile, transparent experience that helps consumers regain financial health, differentiating from traditional agencies. - **Family of companies model**: Combines a digital‑native platform (TrueAccord), an AI‑powered SaaS product (Retain), and a legacy agency (Sentry Credit) to cover the full spectrum of debt resolution. - **Track record**: Marketed as “trusted industry leader” with a decade of innovation and a proven ability to scale. ## Strategic Focus - Expand AI‑powered products (Retain) to serve more financial service companies. - Continue to modernize debt collection through digital channels and data science. - Grow the team globally (remote roles in the U.S., Mexico, Argentina) while maintaining on‑site operations in Lenexa, KS. - Maintain a strong culture of inclusion (equal gender split, diverse leadership) and mission‑driven innovation. ## Why Work Here - **Culture**: Described as humble, driven, and innovative, with a focus on meaningful change. Diverse perspectives are celebrated, and the company has an equal gender split with women and minorities in key leadership roles. - **Work Model**: A mix of on‑site (Lenexa, KS) and fully remote roles (U.S., Mexico, Argentina). - **Benefits & Perks**: Competitive pay, company equity, comprehensive health/vision/dental insurance, paid parental leave, generous PTO plus paid volunteer days and 9 holidays, Employee Assistance Program, retirement planning (through Charles Schwab), Wellness Coach (3,000+ on‑demand sessions), PerkSpot discounts, Travel Assistance, peer‑to‑peer rewards program, and SoFi student loan rate discounts. ## Sources 1. [TrueML Homepage](https://trueml.co/) 2. [Company About Page](https://trueml.co/about-trueml/) 3. [Careers Page](https://trueml.co/careers/) 4. [Job Listings on Lever](https://jobs.lever.co/trueml) 5. 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