Senior Technical Support Engineer, Socure

• 7-10 years of experience in technical support, with significant experience in a SaaS environment, preferably in a technology or fintech compan
• Strong technical background with hands-on experience in troubleshooting API integrations, database queries (SQL), HTML, Javascript, Mobile SDKs, and working with SaaS infrastructure
• Experience with Machine Learning products and understanding of identity fraud prevention, KYC, and DocV technologies.
• Advanced communication skills, with the ability to explain technical concepts to non-technical customers and provide clear, empathetic support.
• Ability to handle complex technical escalations while maintaining a strong customer-centric approach.
• Proactive and self-motivated, with a keen ability to adapt to rapidly changing technical environments and customer needs.
• Experience working in a distributed team environment and flexibility to cover on-call support during weekends and holidays on a rotating basis.
• Bachelor’s degree in Computer Science or a related field, or equivalent professional experience

Desirable

• As part of our continued growth, We are looking for a Senior Technical Support Engineer to join our highly skilled support team
• As a Senior Technical Support Engineer at Socure, you will be the driving force behind delivering exceptional support to our clients, ensuring that complex technical issues are resolved efficiently.
• Reporting to the Director of Technical Support, you'll own the end-to-end resolution of escalated technical issues, collaborating across internal teams like Engineering, Infrastructure,Technical Account Management, Strategic Account Management and Data Science
• You will contribute to the improvement of our support processes, provide guidance to junior engineers, and serve as a key point of contact for critical incidents.
• Lead Customer Support Excellence: Take ownership of complex customer problems, Ensuring timely resolution from initial triage to final closure
• Collaborate with Cross-Functional Teams: Work closely with Engineering, Strategic Account Management, Technical Account Management, Data Science, and Infrastructure teams to troubleshoot, escalate, and resolve customer issues related to APIs, integrations, performance, and data discrepancies.
• Problem-Solving Expertise: Analyze system logs, API integrations, and customer-reported issues to identify root causes and implement effective solutions.
• Proactive Monitoring & Incident Management: Develop and maintain automated monitoring systems to detect potential issues early, ensuring minimal customer impact. Manage critical incidents, providing regular updates to customers, and coordinating across teams to resolve high-priority issues.
• Process Improvement: Lead the creation of documentation, knowledge base articles, and troubleshooting processes to streamline support operations.
• Mentor and Coach: Support and mentor junior engineers, providing guidance on complex technical issues, while promoting best practices and knowledge sharing within the team.
• Documentation and Reporting: Ensure accurate documentation of incidents and resolutions in the knowledge base and internal systems, contributing to continuous improvement
• Maintain SLA and KPIs: Ensure that support cases are resolved within agreed-upon SLAs, and contribute to improving team performance metrics.

• End Date: February 28, 2025