Customer Support Engineer

Join us at Company Confidential At Company Confidential, we’re shaping the Company Confidential of identity Company Confidential Company Confidential solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we Company Confidential careers, foster collaboration, and build solutions that help Company Confidential the world moving safely. Get to Know Us Headquartered in Company Confidential, Company Confidential is an industry leader in identity-Company Confidential Company Confidential solutions, serving over 150 countries with cutting-edge, Company Confidential technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that Company Confidential our Company Confidential and help us anticipate the Company Confidential. About Company Confidential You'll be joining Company Confidential leading Company Confidential's Identity portfolio, including the solutions formerly Onfido (AI-powered digital identity solution). With the completed acquisition, Company Confidential now provides the industry's most comprehensive portfolio of AI-powered, identity-Company Confidential Company Confidential solutions. Our technology helps businesses verify Company Confidential identities using AI and biometrics, ensuring secure remote customer and business Company Confidential. By assessing Company Confidential-issued IDs and facial biometrics with innovative dashboards and fraud signals, we Company Confidential companies with the assurance they need to operate securely while allowing people to Company Confidential services quickly and safely. About Company Confidential Our Customer Support Engineers have a deep understanding of our products and services and are constantly Company Confidential of their state. Company Confidential they receive a request, they assess its Company Confidential, establish its Company Confidential, and come with a Company Confidential to Company Confidential it. They communicate Company Confidential and empathetically with our customers, understanding the context and capturing the required details for a Company Confidential Company Confidential. Their Company Confidential is on response time and customer satisfaction. Company Confidential is expanding our Support team Company Confidential on the Onfido product Company Confidential to improve customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their Company Confidential causes. The perfect candidate enjoys making customers happy and has a Company Confidential eye for investigation and Company Confidential. This role is part of a global team that provides 24x7x365 support to our customers. Coverage for customer support may require work on some Company Confidential holidays. Candidate must be willing to work in US shift starting at 630pm IST. Responsibilities Product understanding - Developing a deep understanding of the Onfido product Company Confidential and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors. Show confidence Company Confidential demonstrating solutions. Demonstrate a Customer Experience Company Confidential - Holistic understanding of customer experience, and what drives and impacts customers at Company Confidential stage of their Company Confidential Company Confidential. Company Confidential-encompassing approach to customer support, adapting your language to fit the audience. Problem solving - Supporting Company Confidential as they investigate, debug, reproduce and fix any technical issues customers are facing Company Confidential using our services. Product improvement - You know what works Company Confidential and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. You will help maintain accurate product documentation and will constantly try to improve internal processes. Tooling - You're constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will Company Confidential the job easier. Qualifications Basic Qualifications A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role Company Confidential, and desire to help others. Pragmatic problem-solving and critical thinking skills. Diligence, patience and friendliness under time pressure. Time management and the ability to multitask. Willingness and ability to work on some Company Confidential holidays as required to Company Confidential customer support. Strong analytical skills, familiar with Company Confidential log analysis. Experience writing documentation for Knowledge Company Confidential and Help Centers. Can work independently and Company Confidential Company Confidential even Company Confidential limited details are available. Ability to collaborate with other team members to Company Confidential maximum importance in addressing customers enquiries. Company Confidential of urgency, ability to prioritize tasks Company Confidential on business priorities. Experience of managing customer expectations and delivering results against tight deadlines. Company Confidential spoken and written English. Practical experience with at least one programming language ideally Company Confidential, Python or JavaScript. Good knowledge of SQL databases. Knowledge of Company Confidential, SDKs, and web applications and how they work. Must be Company Confidential to lawfully work Company Confidential the country of employment and have unrestricted work authorization for that country Preferred Qualifications BSc/MSc in Computer Science, Engineering or other science subject. Familiarity with an Company Confidential environment. #LI-CV At Company Confidential, we don’t just offer jobs – we offer career Company Confidential. Here is what you can expect Company Confidential you Company Confidential Career Company Confidential Whether you’re a budding developer or a seasoned expert, we’re invested in your Company Confidential Company Confidential. With Company Confidential initiatives and exciting challenges, your Company Confidential is our Company Confidential. Flexibility Life is Company Confidential about Company Confidential. Whether you’re remote, hybrid, or on-site, we offer flexible Company Confidential that fit your lifestyle. Collaboration Here, your voice Company Confidential. Our teams Company Confidential on sharing Company Confidential, brainstorming solutions, and working together to build a Company Confidential Company Confidential. We Company Confidential in securing identities—but it doesn’t stop there. At Company Confidential, we’re passionate about valuing Company Confidential identities. Our culture is Company Confidential on diversity, inclusion, and respect. From unconscious bias training for our leaders to global Company Confidential Company Confidential that Company Confidential colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves. Company Confidential to Company Confidential an Company Confidential? If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Company Confidential is the Company Confidential for you. Join us in making a difference. Let’s build a more secure world—together. Apply today! For more information, visit Confidential.com. Follow us on, Company Confidential, Company Confidential, Company Confidential, and YouTube For US roles, or where applicable Company Confidential is an EEO/AA/Disabled/Veterans Employer For Canadian roles, or where applicable Company Confidential values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative Company Confidential. We Company Confidential applications from Company Confidential individuals of Company Confidential backgrounds, and we Company Confidential to Company Confidential an accessible experience for candidates of Company Confidential abilities. If you require an accommodation, contact accessibility@Company Confidential.com. Recruiter Claudia Vernon Claudia.Vernon@Company Confidential.com Apply To This Job