Technical Support Representative

At Tive, we imagine a fully-transparent world in which everything and everyone is connected. We innovate beyond what the world thought possible-so what people hold near and dear arrives on time and in full.

We believe (and live!) four core values:

• Transparency First: We make everything visible so that everyone can operate better
• Always strive to make things simpler
• We are One Team, we have each other's backs
• Relentless iteration to optimize and improve

Whether shipped by road, rail, ocean, or air, Tive reduces shipment delays, minimizes rejected loads, and decreases theft, damage, and spoilage. Our customers count on Tive to ensure that their shipments are delivered on time and in full-because every shipment matters.

As a Technical Support Representative at Tive you will drive world-class customer satisfaction by troubleshooting and resolving technical issues, communicating directly with our customers, and helping them take full advantage of the features and products available to them.

Our ideal candidate has:

• A 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 the ability to build trust with customers and internal teams
• A problem-solving mindset and curiosity to investigate issues end to end

What you’ll be doing:

• Investigate and own complex customer issues across software and hardware
• 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
• Escalate issues with proper context, data, and reproduction steps
• Communicate clearly with customers to gather the right 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

What does Tive offer?

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice.
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.