Technical Support Engineer, Socure
$72-85k
More information about location
Digital ID verification & fraud protection
Open for applications
Digital ID verification & fraud protection
201-500 employees
Open for applications
$72-85k
More information about location
201-500 employees
Company mission
To verify 100% of good identities in real-time and completely eliminate identity fraud on the internet.
Role
Who you are
- Bachelor’s degree or equivalent professional experience
- 3-4 years experience in a technical support role in a SaaS environment
- Monday - Friday: 9:00am-6:00pm EST - Strong preference will be given to someone with a flexible schedule
- Availability for weekend and holiday on-call coverage on a rotating basis
- Experience supporting APIs and API integrations
- Ability to write basic SQL queries and make modifications to existing ones
- Excellent communication skills and a strong sense of customer empathy
- A self-starter approach to work and the ability to adapt and thrive in rapidly changing circumstances
Desirable
- Industry: Prior experience with financial services, sponsor banks and financial regulations
- Domain: Prior experience with identity fraud, KYC, consumer watchlists, and DocV technologies
- Experience supporting machine learning based product offering
What the job involves
- Our Technical Support team is growing, and we're targeting a Technical Support Engineer who is an expert at solving customer problems
- In this role reporting to the Director of Technical Support, you’ll be a vital component in ensuring world-class support for our rapidly growing customer base
- You’ll take full ownership and provide responsive service to problems reported by customers from initial triage until resolution, and will interface with other Socure teams along the way
- Drive customer satisfaction through understanding customer needs
- Provide responsive service to reported problems, including, but not limited to, account access, API integrations, code defects, log analysis
- Take end-to-end ownership of reported problems, including initial troubleshooting, identification of root cause, and issue resolution
- Communicate status updates to customers via phone and/or email within the required Service Level Agreements
- Work closely with Engineering, Infrastructure, and Data Science teams to resolve any customer issues that require escalation
- Leverage logs and monitoring tools to troubleshoot as well as proactively identify problems
- Create, setup, and maintain monitoring scripts and reports to support implementation and customer support activities
- Serve as customer advocate and coordinate customer communication during critical incidents
- Create process or troubleshooting documentation in Technical Support knowledge base
Our take
Socure is an identity platform that aims to improve customer identification for digital transactions. The company is part of a growing market, with rivals in this competitive space including Signifyd, Riskified, AppsFlyer, ClearSale, Kount, SEON, and Fraud Fighters.
The engine delivered by Socure encompasses KYC (Know Your Customer), identity fraud detection, and document verification. With it, companies can scale rapidly by onboarding more good customers, and prevent online fraud. In addition, underbanked consumers who have been excluded from online services by outdated ID verification can gain access to critical benefits and services online.
Socure has rapidly escalated in popularity, and reached a valuation well over $1 billion. Though not immune from the economic downturn of late, which resulted in two high-profile rounds of lay-offs, the company has secured considerable additional funds that will strengthen its financial position as it moves to capitalize on the ever-growing importance of identity verification and trust.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Nov 2021
$450m
SERIES E
Mar 2021
$100m
SERIES D
Total funding: $646.6m
Company benefits
- Health: Comprehensive medical coverage, including vision, dental, and FSA
- Parental Leave: Generous leave allowance for parents-to-be
- 401k: Pre-tax savings for retirement
- Life Insurance: Protect your family in case of emergency
- PTO: Take as much time as you need, when you need it
- 100% Remote: Work from anywhere anytime, whatever suits your lifestyle
- WFH Allowance: Generous reimbursement program to maximize your WFH setup
- Deskpass: Work in an office environment whenever you feel the need
- Mental Health Provider: Connect with clinicians when you need it
- Learning & Development: Self-education allowance & free career coaching
- Employee Assistance Program "EAP": Lifestyle resources available as well as additional mental health resources
- Fertility Provider: Family planning solutions for those interested
- Personal Legal Support: Significant discounts with RocketLawyer
Company HQ
Incline Village, NV
Articles
Leadership
Johnny Ayers
(CEO)Founder & General Partner of Switch Hit Ventures. Having been a Senior Consultant at IBM, they became COO and Board Member of Endeavor Up. Since then, was an Advisor at Pager and later founded Socure in 2012.
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