Senior Technical Support Engineer, Veriff

• 3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical role
• Strong understanding of software programming and system architecture
• Solid knowledge of APIs (REST, webhooks)
• Solid ability to troubleshoot web applications and identify root causes
• Deep knowledge and experience with observability tools (e.g., Grafana)
• Proficiency in writing complex SQL queries and basic scripts
• Comfortable working with Mac, Linux, and Windows environments
• Experience with incident management processes
• Demonstrated ability to mentor and support team members
• A proactive approach to teamwork, a solutions-oriented mindset, and excellent interpersonal skills
• Data-driven approach to problem-solving and decision-making
• Knowledge of TypeScript, Python, Postgres, or ReactJS
• Ability to work independently without supervision, prioritize effectively, and deliver consistently
• Fluency in both written and spoken English
• A background in creating highly technical but clear technical documentation and presentations

Desirable

• Veriff is hiring a Senior Technical Support Engineer for its USA region. As a Senior Technical Support Engineer, you will get to solve the most technically challenging problems facing our largest customers
• You will be a trusted technical expert that our customers rely on to provide timely, accurate, and well-communicated solutions to their complex technical and integration problems. Beyond individual contribution, you will drive cross-team initiatives, mentor fellow engineers, and help shape the team's technical direction
• You will identify patterns in issues, understand their severity, highlight risks to stakeholders, and get to the root cause of edge cases
• Taking ownership of reported issues and ensuring their resolution from start to finish
• Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems
• Replicating reported issues and writing detailed bug reports
• Escalating unresolved issues to appropriate development teams and documenting standardized solutions for the knowledge base
• Handling crises in the event of feature failures or application downtime
• Participating in an on-call rotation and leading production incidents
• Developing and reporting on key metrics; for example generating custom reports and writing complex SQL queries
• Driving cross-team initiatives that have area-wide impact beyond your immediate team
• Taking responsibility for technical designs of new services and tools
• Identifying gaps in issues and processes, bringing data-driven solutions to the table
• Optimising and automating repetitive tasks
• Gathering feature requests and making them visible to correct stakeholders for planning
• Actively participating in the hiring pipeline and referring candidates