Technical Support Engineer, L3
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Job Description
Technical Support Engineer troubleshooting Sumsub’s AI-powered compliance platform for B2B clients. Resolving escalated web, API, database, and scripting issues.
Responsibilities:
- Provide technical support, configuration, and troubleshooting for the Sumsub platform for B2B clients
- Perform technical analysis of reported problems and define resolution plans
- Interact daily with engineers to provide technical action plans or own escalated cases
- Collaborate with other teams to answer clients’ technical questions
- Act as liaison between clients and internal Sumsub resources
- Communicate with clients through chat, email, and outbound calls
- Develop and implement custom solutions involving simple scripting or coding
Requirements:
- Fluent in English and Mandarin
- Experience troubleshooting web applications
- Basic understanding of programming fundamentals, such as data types
- Experience troubleshooting web applications using REST APIs
- Practical experience with SQL-like databases
- Simple scripting skills in a language of choice
- Basic HTML and CSS experience
- Willingness to provide excellent support service
- Familiarity with Kibana or the Elastic Stack is a plus
- Proficiency supporting or working with mobile or web SDKs is a plus
- Practical exposure to API troubleshooting is a plus
- Background in technical support for web or mobile applications is a plus
- Understanding of crypto, fintech, banking applications, or services is a plus
Benefits:
- Remote-first, trust-based culture
- Work from the place that works best for you
- No mandatory office days and no attendance trackers
- Offices or coworking spaces available in some locations, with employee choice
- Birthday holiday
- 10 personal days each year
- Seven sick days without paperwork
- Role-specific learning opportunities and covered professional events
- Financial bonuses for marriage and welcoming a new baby
- Fully covered team offsites several times a year
- Tools and hardware provided
- Equal opportunity and inclusive workplace
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