TrueContext, formerly ProntoForms

Support Engineer

• Own customer tickets from initial contact through resolution across email, portal, and phone
• Determine customers' underlying needs and provide appropriate solutions
• Reproduce and diagnose form behavior issues involving conditional logic, repeatable sections, calculated fields, and validation rules
• Diagnose Data Source and Data Destination failures, including refresh schedules, mapping errors, and payload formatting
• Inspect API responses and integration logs to identify the source of failures
• Troubleshoot mobile issues on iOS and Android, including offline sync, device performance, and version mismatches
• Explain configuration changes to customers
• Document bugs clearly for Engineering
• Escalate issues with reproduction paths and business impact
• Communicate with affected customers during platform incidents and close the loop afterward
• Create help articles and internal runbooks for recurring problems
• Maintain accurate ticket categories, statuses, and resolution notes
• Share ticket patterns and customer sentiment with Customer Success and Account Management
• Provide evidence-based product feedback and support trends to Product
• Participate in shared evening and weekend on-call coverage

Technical Analyst