Senior Customer Support Engineer, Onfido
Automated identity verification
Job no longer available
Automated identity verification
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To create a more open world, where identity is the key to access.
Role
Who you are
- Overall work-experience of 5+ years in a Customer Service or software support roleBSc/MSc in Computer Science, Engineering or other science subjects
- Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Looker, Datadog
- Practical experience in coding & scripting using at least one programming language: ideally Ruby, Python, JavaScript or SWIFT. Also SQL database
- Deep knowledge of mobile app development across Android, iOS, React Native and Flutter SDK as well as web applications and how they are built / work
- Experience with AWS cloud platform Able to work with logs and build hypothesis to unfold complex problems RestAPIs experienceDemonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this may include outbound contact with customers for additional information and resolution
- Personal commitment to quality and customer satisfaction
- Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
- Work directly with Engineering and Product teams to resolve the issues customers have reported Empathy and the desire to help others
- Sense of urgency, ability to prioritize tasks based on business priorities
- Can work independently and make decisions even when limited details are available
- Diligence, patience and friendliness, even when things need to move fast
- Self-starter, able to learn new technologies “on the fly”
- Excellent written and verbal communication skills with the ability to to clearly articulate solutions to complex technical issues
Desirable
- Experience in mobile application development
- Experience providing SaaS technical support for international customers
- Experience using tools such as Splunk, Xcode, Android Studio
What the job involves
- As an L3 Support Engineer, you will be responsible for providing third-level customer support to ensure successful run of integrations with Onfido’s SDKs, API, and no-code solutions
- Understanding priority of requests, capturing the required details for a timely resolution and suggesting the best way of achieving a customer goal. You focus on response time and customer satisfaction
- Acquiring a deep knowledge of AI technologies and Onfido’s product suite. You will get to learn something new every day as we develop our products and services
- Looking for opportunities to improve internal processes and represent the 'voice of the customer' within Onfido
- Working with people who inspire and being an inspiration for others. We are proud of our world-class culture, where people are encouraged to share ideas and learn from each other
Our take
As more business than ever is conducted online, identity verification has become key as companies look to prevent the rising tide of identity fraud. Onfido allows businesses to verify a user’s identity automatically using AI to verify uploaded identity documents against a range of biometric markers and online footprint metrics.
As a disruptor in a field sorely needing innovation, Onfido has built a commanding market lead. However it now faces increased competition from the likes of Stripe, Persona and IDNow. Onfido has maintained its market lead through strong, focused R&D, winning it multiple awards including the CogX Best AI product in FinTech for 2022.
Onfido has seen a staggering growth in revenue over the past few years and its customers include the likes of President's Choice Financial, Revolut and Deliveroo. Having raised a large amount of investment funding and achieved sustained profitability, it has now been acquired by Entrust, a leader in payments, identities, and data security. This new chapter for Onfido will open its services up to Entrust's large customer base, a mutually beneficial move.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Aug 2020
$6.6m
GRANT
Apr 2020
$100m
SERIES D
Total funding: $217.6m
Company benefits
- Share options in Onfido, through our equity schemes. Share options have a one year cliff and start vesting after probation over a four year period*
- 25 days annual leave plus a day off for your Birthday
- Two paid volunteering days per year.
- Life Assurance (3x Annual Base Salary)
- Generous paid parental leave
- Free mental health coaching provided online
- Private Medical and Dental Insurance through Alan - Onfido pays 60% of the cost
- 50% commute reimbursement up to €40 per month
- Life enrichment allowance of up to €95 per month to use for services including gym, yoga, fitness classes, massages, childcare and therapy
- Dedicated learning opportunities, a team training budget for training and conferences
- Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnFriday); holding quarterly team socials; and other company-wide social events
- Expense up to €600 to purchase workstation setup equipment
Leadership
Mike Tuchen
(CEO, not founder)Was previously CEO of Talend and Rapid7. Has been on the Advisory Board of a number of companies including Infinio Systems, Bitsight Technologies and Paradigm4.
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