Customer Support Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Engineer focused on improving customer satisfaction through technical support and troubleshooting. Delivering solutions while collaborating across diverse teams.
Responsibilities:
- Product understanding - Developing a deep understanding of the Onfido product suite and how it is used by our customers, collaborating with support engineers, product managers, software engineers, and mentors.
- Demonstrate a Customer Experience mindset - Holistic understanding of customer experience, and what drives and impacts customers at each stage of their onboarding journey.
- Problem solving - Supporting the team as they investigate, debug, reproduce and fix any technical issues customers are facing when using our services.
- Product improvement - You know what works well 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.
- Tooling - You're constantly looking for opportunities to automate support tasks, by using scripts and by developing custom tools that will make the job easier.
Requirements:
- A minimum 2 years of experience as a Technical Support Engineer in a Customer Service or software support role
- Empathy, 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 public holidays as required to provide customer support.
- Strong analytical skills, familiar with system log analysis.
- Experience writing documentation for Knowledge Base and Help Centers.
- Can work independently and make decisions even when limited details are available.
- Ability to collaborate with other team members to deliver maximum importance in addressing customers enquiries.
- Sense of urgency, ability to prioritize tasks based on business priorities.
- Experience of managing customer expectations and delivering results against tight deadlines.
- Fluent spoken and written English.
- Practical experience with at least one programming language: ideally Ruby, Python or JavaScript.
- Good knowledge of SQL databases.
- Knowledge of APIs, SDKs, and web applications and how they work.
- Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country.
Benefits:
- Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
- Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
- Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
Similar Jobs
Technical Support Specialist
Technical Support Specialist providing best-in-class customer support for Real Geeks' platform via phone, chat, or email. Troubleshooting technical issues and educating customers on the platform.
Senior Technical Support Specialist – FinTech, Open Banking
Senior Technical Support Specialist solving complex technical issues for a FinTech payment platform. Collaborating with merchants and internal teams to ensure stable operations of payment solutions.
Support Engineer
Support Engineer providing technical support for Stelo Data Replicator software, troubleshooting issues and assisting customers with configuration and installation.
Technical Support Manager
Technical Support Manager overseeing technical support for clients utilizing our SaaS supply chain platform. Managing a team and developing positive customer relationships is key.
Technical Support Analyst
Technical Support Analyst providing customer support for SaaS supply chain platform. Interacting with clients, troubleshooting issues, and improving operations for users.
Product Support Engineer
Product Support Engineer at OnePay bridging Engineering and Customer Experience. Resolving production issues and implementing operational efficiencies using AI and SQL tools.
Customer Support Engineer
Customer Support Engineer providing technical support in a global AI Risk Decisioning™ Platform company. Solving complex issues for clients in fintech and banking sectors.
Support Technician – Contract
Join the Lisinski Law Firm as a Contract RingCentral Support Technician. Provide specialized technical support for VoIP systems ensuring seamless communication across the organization.
Lead Technical Support Engineer – Midshift
Lead Technical Support Engineer providing advanced remote support for enterprise security systems. Troubleshooting complex issues and supporting UK clients and field engineers in a collaborative environment.
Technical Support Representative, Trilingual – Portuguese, Spanish, English
Technical Support Representative providing bilingual support for Seagull Software. Troubleshooting and assisting customers via email, chat, and phone in Portuguese, Spanish, and English.
Network Support Engineer
Network Support Engineer optimizing VyOS network management solutions with a focus on performance and stability. Joining a global team dedicated to open-source networking solutions.
Technical Support Specialist I
Technical Support Specialist providing hands-on IT support and systems administration to users at Harbor IT. Focusing on troubleshooting and improving processes in diverse environments.
Integrations Support Engineer
Integrations Support Engineer at Further providing technical support for integrating their AI-powered platform with client systems. Working closely with clients and internal teams to optimize and customize solutions.
IT Support Technician I
IT Support Technician I assisting clients with IT needs remotely. Responsible for technical support, ticket management, and maintaining high levels of service.
Senior Helicopter Maintenance Support Technician
Senior Remote Maintenance Support Technician for Airbus Helicopters performing advanced troubleshooting and inspections on BK117 C2/D3 and EC135 aircraft. Leading technician responsibilities and ensuring flight safety while collaborating with customer teams.
Regional Support Engineer
IT/OT Regional Support Engineer providing infrastructure support across APAC, primarily remote, with limited on-site requirements.
Dealer Support Analyst
Dealer Support Analyst supporting vehicle manufacturers and retailers with the PASE program. Analyzing and processing Dealer RIM Purchase Loyalty and assisting clients with inquiries.
Customer Technical Support Engineer – French Speaker
Customer Technical Support Engineer providing remote support for transit agencies worldwide. Engage with customers to troubleshoot technical issues and ensure smooth operations of our Justride platform.
Technical Support Engineer 2
Technical Support Engineer 2 providing support for Twilio’s Voice, Platform Application & Segment teams. Resolving customer issues and collaborating with engineers to enhance product experience.
Technical Support Specialist – Weekday Overnight
Technical Support Specialist providing IT support to technical and non-technical customers from the legal tech industry. Requires troubleshooting skills and knowledge of SQL services to maintain software systems effectively.